1 |
Price, L. L., Arnould, E. J., & Deibler, S. L. (1995). Consumers' emotional responses to service encounters: The influence of the service provider. International Journal of Service Industry Management, 6(3), 34-63.
DOI
|
2 |
Punyatoya, P. (2019). Effects of cognitive and affective trust on online customer behavior. Marketing Intelligence & Planning, 37(1), 80-96.
DOI
|
3 |
Rosenbaum, M. S., Massiah, C., & Jackson jr, D. W. (2006). An investigation of trust, satisfaction, and commitment on repurchase intentions in professional services. Services Marketing Quarterly, 27(3), 115-135.
DOI
|
4 |
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420-450.
|
5 |
Srivastava, K., & Sharma, N. K. (2013). Service quality, corporate brand image, and switching behavior: The mediating role of customer satisfaction and repurchase intention. Services Marketing Quarterly, 34(4), 274-291.
DOI
|
6 |
Taner, M. T., Sezen, B., & Antony, J. (2007). An overview of six sigma applications in healthcare industry. International Journal of Health Care Quality Assurance, 20(4), 329-340.
DOI
|
7 |
Thi, P. L. N., Braincon, S., Empereur, F., & Guillemin, F. (2002). Factors determining inpatient satisfaction with care. Social Science Medicine, 54(4), 493-504.
DOI
|
8 |
Tran, T. T., Tran, A. T., & Pham, T. N. (2020). Mediation role of satisfaction and trust on attitudinal commitment and relationship quality. Journal of Asian Finance, Economics and Business, 7(10), 275-281.
DOI
|
9 |
Thom, D. H., Hall, M. A., & Pawlson, L. G. (2004). Measuring patients' trust in physicians when assessing quality of care. Health Affairs, 23(4), 124-132.
|
10 |
Thom, D. H., Kravitz, R. L., Bell, R. A., Krupat, E., & Azari, R. (2002). Patient trust in the physician: Relationship to patient requests. Family Practice, 19(5), 476-483.
DOI
|
11 |
Tran, V. D., Vo, T. N. L., & Dinh, T. Q. (2020). The relationship between brand authenticity, brand equity and customer satisfaction. Journal of Asian Finance, Economics and Business, 7(4), 213-221.
DOI
|
12 |
Wang, N. (1999). Rethinking authenticity in tourism experience. Annals of Tourism Research, 26(2), 349-370.
DOI
|
13 |
Wong, I. K. A., Ji, M., & Liu, M. T. (2018). The effect of even supportive service environment and authenticity in the qualityvalue-satisfaction framework. Journal of Hospitality & Tourism Research, 42(4), 563-586.
DOI
|
14 |
Berry, L. L., Parish, J. T., Janakiraman, R. R., Ogburn-Russell, L., Couchman, G. R., Rayburn, W. L., & Grisel, J. (2008). Patients' commitment to their primary physician and why it matters. Annals of Family Medicine, 6(1), 6-13.
DOI
|
15 |
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359-1370.
DOI
|
16 |
Avolio, B. J., Gardner, W. L., Walumbwa, F. O., Luthans, F., & May, D. R. (2004). Unlocking the mask: a look at the process by which authentic leaders impact follower attitudes and behaviors. The Leadership Quarterly, 15(6), 801-823.
DOI
|
17 |
Baker, R., Mainous lii, A. G., Gray, D. P., & Love, M. M. (2003). Exploration of the relationship between continuity, trust in regular doctors and patient satisfaction with consultations with family doctors. Scandinavian Journal of Primary Health Care, 21(1), 27-32.
DOI
|
18 |
Barber, B. (1983). The Logic and Limits of Trust. Rutgers University Press.
|
19 |
Berry, L. L. (1995). Relationship marketing of services-growing interest, emerging perspectives. Journal of Academy of Marketing Science, 23(4), 236-245.
DOI
|
20 |
Beverland, M. B., & Farrelly, F. J. (2010). The quest for authenticity in consumption: Consumers' purposive choice of authentic cues to shape experienced outcomes. Journal of Consumer Research, 36(5), 838-856.
DOI
|
21 |
Beverland, M. B., Lindgreen, A., & Vink, M. (2008). Projecting authenticity through advertising: Consumer judgements of advertisers' claims. Journal of Advertising, 37(1), 5-15.
DOI
|
22 |
Buchbinder, S. B., & Thompson, J. M. (2010). Career opportunities in health care management: Perspectives from the field. Jones & Bartlett Learning.
|
23 |
Deng, L., Turner, D. E., Gehling, R., & Prince, B. (2010). User experience, satisfaction, and continual usage intention of IT. European Journal of Information Systems, 19(1), 60-75.
DOI
|
24 |
Wu, H. C., Li, M. Y., & Li, T. (2018). A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention. Journal of Hospitality & Tourism Research, 42(1), 26-73.
DOI
|
25 |
Cheshin, A., Amit, A., & Van Kleef, G. A. (2018). The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes, 144(1), 97-111.
DOI
|
26 |
Chiou, J. S., Droge, C., & Hanvanich, S. (2002). Does customer knowledge affect how loyalty is formed? Journal of Service Research, 5(2), 113-124.
DOI
|
27 |
Cook, J., & Wall, T. (1980). New work attitude measures of trust, organizational commitment, and personal need non-fulfillment. Journal of Occupational Psychology, 53(1), 39-52.
DOI
|
28 |
Cronin, J. J., Brady, M. K., & Hult, G. T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
DOI
|
29 |
DiPietro, R. B., & Levitt, J. (2019). Restaurant authenticity: Factors that influence perception, satisfaction and return intentions at regional American-style restaurants. International Journal of Hospitality & Tourism Administration, 20(1), 101-127.
DOI
|
30 |
Donabedian, A. (1986). Quality assurance in our health care system. Quality Assurance and Utilization Review, 1(1), 6-12.
DOI
|
31 |
Doney, P., & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51.
DOI
|
32 |
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly, 38(2), 407-428.
DOI
|
33 |
Yagil, D., & Shnapper-Cohen, M. (2016). When authenticity matters most: Physicians' regulation of emotional display and patient satisfaction. Patient Education and Counseling, 99(10), 1694-1698.
DOI
|
34 |
Yang, S. K., & Shim, J. H. (2018). The effects of service qualities on customer satisfaction, trust, and behavioral intention in smartphone shopping malls. Journal of Industrial Distribution & Business, 9(12), 31-43.
DOI
|
35 |
Zatori, A., Smith, M. K., & Puczko, L. (2018). Experienceinvolvement, memorability and authenticity: The service provider's effect on tourist experience. Tourism Management, 67(1), 111-126.
DOI
|
36 |
Dowell, D., Morrison, M., & Heffernan, T. (2015). The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, 44(1), 119-130.
DOI
|
37 |
Enz, C., & Mattila, A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
DOI
|
38 |
Fox, J. G., & Storms, D. M. (1981). A different approach to sociodemographic predictors of satisfaction with health care. Social Science & Medicine. Part A: Medical Psychology & Medical Sociology, 15(5), 557-564.
DOI
|
39 |
Gilmore, J. H., & Pine, B. J. (2007). Authenticity: What consumers really want. Harvard Business School Press.
|
40 |
Greenbaum, M. (2000). Emotional intelligence takes customer loyalty to a higher level. Boardwatch Magazine, 14(7), 120-121.
|
41 |
Ha, B., Park, Y., & Cho, S. (2011). Suppliers' affective trust and trust in competency in buyers: Its effect on collaboration and logistics efficiency. International Journal of Operations & Production Management, 31(1), 56-77.
DOI
|
42 |
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. Prentice Hall.
|
43 |
Han, H., & Hyun, S. S. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness. Tourism Management, 46(1), 20-29.
DOI
|
44 |
Muskat, B., Hortnagl, T., Prayag, G., & Wagner, S. (2019). Perceived quality, authenticity, and price in tourists' dining experiences: Testing competing models of satisfaction and behavioral intentions. Journal of Vacation Marketing, 25(4), 480-498.
DOI
|
45 |
Matthews, L., Eilert, M., Carlson, L., & Gentry, J. (2020). When and how frontline service employee authenticity influences purchase intentions. Journal of Business Research, 114(1), 111-123.
DOI
|
46 |
Montaglione, C. J. (1999). The physician-patient relationship: Cornerstone of patient trust, satisfaction, and loyalty. Managed Care Quarterly, 7(3), 5-21.
|
47 |
Montemurro, N. (2020). The emotional impact of COVID-19: From medical staff to common people. Brain, Behavior, and Immunity, 87(1), 23-24.
DOI
|
48 |
Neff, K. D., Brabeck, K. M., & Kearney, L. K. (2006). Relationship styles of self-focused autonomy, other-focused connection and mutuality among Mexican American and European American college students. Journal of Social Psychology, 146(5), 568-590.
DOI
|
49 |
Harter, S. (2002). Authenticity. In C. R. Snyder & S. J. Lopez (Eds.), Handbook of positive psychology (pp. 382-394). Oxford University Press.
|
50 |
Napoli, J., Dickinson, S. J., Beverland, M. B., & Farrelly, F. (2014). Measuring consumer-based brand authenticity. Journal of Business Research, 67(6), 1090-1098.
DOI
|
51 |
Nyaga, G. N., Whipple, J. M., & Lynch, D. F. (2010). Examining supply chain relationships: Do buyer and supplier perspectives on collaborative relationships differ? Journal of Operations Management, 28(2), 101-114.
DOI
|
52 |
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
DOI
|
53 |
Palmieri, J. J., & Stern, T. A. (2009). Lies in the doctor-patient relationship. The Primary Care Companion to the Journal of Clinical Psychiatry, 11(4), 163-168.
DOI
|
54 |
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507.
DOI
|
55 |
Hong, I. B., & Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C emarketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469-479.
DOI
|
56 |
Jagosh, J., Boudreau, J. D., Steinert, Y., MacDonald, M. E., & Ingram, L. (2011). The importance of physician listening from the patients' perspective: Enhancing diagnosis, healing, and the doctor-patient relationship. Patient Education and Counseling, 85(3), 369-374.
DOI
|
57 |
Jang, S., Ha, J., & Park, K. (2012). Effects of ethnic authenticity: Investigating Korean restaurant customers in the U.S. International Journal of Hospitality Management, 31(3), 990-1003.
DOI
|
58 |
Kim, M., & Kim, J. (2019). The influence of authenticity of online reviews on trust formation among travelers. Journal of Travel Research, 59(5), 763-776.
DOI
|
59 |
Leisen, B., & Hyman, M. R. (2004). Antecedents and consequences of trust in a service provider: The case of primary care physicians. Journal of Business Research, 57(9), 990-999.
DOI
|
60 |
Lewis, J. D., & Weigert, A. J. (2012). The social dynamics of trust: Theoretical and empirical research, 1985-2012. Social Forces, 91(1), 25-31.
DOI
|
61 |
Portal, S., Abratt, R., & Bendixen, M. (2019). The role of brand authenticity in developing brand trust. Journal of Strategic Marketing, 27(8), 714-729.
DOI
|
62 |
Levering, R. (2000). A great place to work: What makes some employers so good. Great Place to Work Institute.
|
63 |
Lien, C. H., Cao, Y., & Zhou, X. (2017). Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services. Computers in Human Behavior, 68(1), 403-410.
DOI
|
64 |
Park, A. J. (2019). A study on the structural relationship between quality of medical service, perceived risk, reputation and customer satisfaction in small and medium hospitals. Journal of Industrial Distribution & Business, 10(4), 67-76.
DOI
|
65 |
Park, E. J., Kim, C. G., Kim, M. S., & Han, J. H. (2015). Justice and authenticity of service recovery: Effects on customer behavioral intention. Journal of Distribution Science, 13(2), 63-73.
|
66 |
Platonova, E. A., Kennedy, K. N., & Shewchuk, R. M. (2008). Understanding patient satisfaction, trust, and loyalty to primary care physicians. Medical Care Research and Review, 65(6), 696-712.
DOI
|
67 |
Potluri, R. M., & Angiating, G. (2018). A study on service quality and customer satisfaction in Nigerian healthcare sector. Journal of Industrial Distribution & Business, 9(12), 7-14.
DOI
|