..., the positive impact was negated by negative impacts on service quality expectations and perceived purchase risk. Further results and implications of the study for professional services are addressed. © MCB UP Limited 1999 Consumer behaviour Consumer’s risk Dentists Promotional coupons...

... and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality. © MCB UP Limited 1997 Assessment Dentists Service...

... quality of service, professional competence, reputation, personality and attitude of dentist, attitude of support personnel, waiting time before treatment, availability of emergency services, and fee charged for services. Multiple discriminant analysis was then performed to find out which determinant...