Service Quality Attribute Weights
研究消费阶段对服务质量感知的影响，发现新手与长期客户对服务质量属性的权重不同，且服务质量、满意度与行为意向的关系也随阶段变化，对服务管理和客户体验优化有参考价值。
Service experiences often unfold over a series of consumption episodes, yet customer perceptions of these experiences are often treated as static events. This prevents a good understanding of the impact of consumption stage on service perceptions. Prior research reveals little about the variation in the salience of service quality attributes between novice and longer-term customers, especially in terms of contribution to overall service quality perceptions or about the effect of service quality and service satisfaction on behavioral intentions across consumption stages. This study examines these issues using cohort analysis within the context of ongoing health care services. Results indicate that the contribution of attributes to overall service quality differs across novice and longer-term customer cohorts, as does the interrelationship of service quality, satisfaction, and behavioral intentions. These findings have important implications for managing service processes, improving service provider performance, and enhancing customer service.