How sensory marketing affects perceived service quality and customer satisfaction: study in Vietnam public hospitals
While most studies on customer satisfaction in the medical field use SERVQUAL, SERVPERF or KQCAH model, this study breaks the research gap by not only affirming and strengthening the research perspective on Sensory Marketing but also contributing to creating a solid theoretical framework on perceived service quality and satisfaction.
Authors
- Que Nhi Tran (ORCID: https://orcid.org/0000-0003-2346-8936)
- Ha-My Doan (ORCID: https://orcid.org/0000-0002-1494-9247)
- Viet Tran (ORCID: https://orcid.org/0000-0002-8890-1457)
- Huyên Pham (ORCID: https://orcid.org/0000-0002-1847-7750)
- Ha Vu (ORCID: https://orcid.org/0000-0003-0790-403X)
- Gia Long La
Institutions
- National Economics University (VN)
- Hanoi University of Mining and Geology (VN)
- University of Finance - Marketing (VN)
Publication Details
- Journal
- Journal of Health Organization and Management
- Published
- 2024-12-10
- DOI
- https://doi.org/10.1108/jhom-03-2024-0125
- Citations
- 5
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 3.37