This study employs Bagozzi's (1992) reformulation of attitude theory (appraisal -- emotional response -- behavior), to examine the antecedents and outcomes of burnout in a healthcare environment where healthcare workers are engaged in the novel context of non-clinical health service...

Purpose – The purpose of this paper is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, it examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase...

Purpose – A key objective of the 5th Annual Pharmaceutical Congress “Marketing ROI for Pharma” conference was to illustrate how in the midst of a very turbulent environment, and with higher demand for pharmaceutical marketers to deliver bigger profits from increasingly smaller promotional...

Purpose – The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand. Design/methodology/approach – In a cross‐sectional survey grounded in Bagozzi's...

Purpose – The purpose is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, the paper examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase healthcare on...

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design/methodology/approach – Internet...

Purpose – This paper seeks to examine the role of customer orientation in a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the new public management context of a former public sector government department that has undergone...

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from...