Why and how service quality perceptions impact consumer responses

Managing Service Quality

Volumn 19, Issue 4, 2009, Pages 474-485

  Etgar, Michael ^a   Fuchs, Galia ^a  

^a The College of Management ^*  (Israel)

Author keywords

Customer satisfaction; Customer services quality; Health services; Patients; SERVQUAL

Indexed keywords

EID: 70349637297     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520910971566     Document Type: Article

References (34)

1. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), SERVQUAL revisited: A critical review of service quality, Journal of Services Marketing, Vol. 10, No. 6, pp. 62-81.
2. Bauer, H.H., Falk, T. and Hammerschmidt, M. (2006), eTransQual: A transaction process-based approach for capturing service quality in online shopping, Journal of Business Research, Vol. 59, No. 7, pp. 866-75.
3. Boshoff, C. and Gray, B. (2004), The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry, South African Journal of Business Management, Vol. 35, No. 4, pp. 27-37.
4. Choi, K.S., Woo-Hynn, C., Sunhee, L., Hanjoon, L. and Chankon, K. (2004), The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study, Journal of Business Research, Vol. 57, pp. 913-24.
5. Collier, J.E. and Bienstock, C.C. (2006), Measuring service quality in e-retailing, Journal of Service Research, Vol. 8, No. 3, pp. 260-75.
6. Cooper-Patrick, L., Gallo, J., Gonzales, J.J., Thi Vu, H., Powe, N., Nelson, C. and Ford, D.E. (1999), Race, gender, and partnership in the patient-physician relationship, Journal of the American Medical Association, Vol. 282, pp. 583-9.
7. Cronin, J.J. and Taylor, S.A. (1992), Measuring service quality: A reexamination and an extension, Journal of Marketing, Vol. 56, No. 3, pp. 55-68.
8. Dagger, T., Sweeney, J. and Johnson, L. (2007), A hierarchical model of health service quality, Journal of Service Research, Vol. 10, No. 2, pp. 123-42.
9. Davies, A.R. and Ware, J.E. Jr (1988), Involving consumers in quality of care assessment, Health Affairs, Vol. 7, No. 1, pp. 33-49.
10. Donabedian, A. (1966), Evaluating the quality of medical care, The Milbank Memorial Fund Quarterly, Vol. 44, No. 3, pp. 166-203.
11. Furrer, O., Liu, B.S-C. and Sudharshan, D. (2000), The relationships between culture and service quality perception, Journal of Service Research, Vol. 2, No. 4, pp. 355-71.
12. Hampson, S., McKay, H.G. and Glasgow, R. (1996), Patient-physician interactions in diabetes management: Consistencies and variation in the structure and content of two consultations, Patient Education and Counseling, Vol. 29, No. 1, pp. 49-58.
13. Hudson, S., Hudson, P. and Miller, G. (2004), The measurement of service quality in the tour operating sector: A methodological comparison, Journal of the Academy of Marketing Science, Vol. 33, No. 2, pp. 169-83.
14. Jabnoun, N. and Khalifa, A. (2005), A customized measure of service quality in the UAE, Managing Service Quality, Vol. 15, No. 4, pp. 374-88.
15. Johns, N., Avci, T. and Karatepe, O. (2004), Measuring service quality of travel agents: Evidence from Northern Cyprus, The Service Industries Journal, Vol. 24, No. 3, pp. 82-100.
16. Johnson, D. and Greyson, K. (2003), Cognitive and affective trust in service relationships, Journal of Business Research, Vol. 58, No. 4, pp. 500-7.
17. Ko, Y.J. and Pastore, D.L. (2004), Current issues and conceptualizations of service quality in the recreation sport indusstry, Sport Marketing Quarterly, Vol. 13, No. 3, pp. 158-66.
18. Lam, S.S.K. (1997), SERVQUAL: A tool for measuring patients' opinions of hospital service quality in Hong Kong, Total Quality Management and Business Excellence, Vol. 8, No. 4, pp. 145-52.
19. Merkouris, A., Yfantopoulos, J., Lanara, V. and Lemonidou, C. (1999), Patient satisfaction: A key concept for evaluating and improving nursing services, Journal of Nursing Management, Vol. 7, No. 1, pp. 19-28.
20. Oliver, R.L. (1993), Cognitive, affective, and attribute bases of the satisfaction response, The Journal of Consumer Research, Vol. 20, No. 3, pp. 418-30.
21. Parasuraman, A., Berry, L. and Zeithaml, V. (1991), Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, Vol. 67, No. 1, pp. 39-48.
22. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
23. Parasuraman, A., Zeithaml, V. and Berry, L. (1994), Refinement alternative scales for measuring service quality: A comparative assessment based on diagnostic criteria, Journal of Retailing, Vol. 70, No. 3, pp. 201-30.
24. Rohini, R. and Mahadevappa, B. (2006), Service quality in Bangladore hospitals - an empirical study, Journal of Services Research, Vol. 6, No. 1, pp. 59-82.
25. Sargeant, A. and Kaehler, J. (1998), Factors of patient satisfaction with medical services: The case of GP practices in the UK, Health Marketing Quarterly, Vol. 16, No. 1, pp. 55-78.
26. Schiffman, L.G. and Kanuk, L.L. (2007), Consumer Behavior, Pearson Education, Upper Saddle River, NJ.
27. Stepanikova, I., Mollborn, S.B., Cook, K.S., Thom, H.T. and Kramer, M.R. (2006), Patient's race, ethnicity, language and trust in a physician, Journal of Health and Social Behavior, Vol. 47, December, pp. 390-405.
28. Thanika, D.J. (2004), Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach: A case study of Mauritius, Managing Service Quality, Vol. 14, No. 5, pp. 350-64.
29. Tsoukatos, E. and Rand, G. (2007), Cultural influences on service quality and customer satisfaction: Evidence from Greek insurance, Managing Service Quality, Vol. 17, No. 4, pp. 467-85.
30. Uzun, O. (2001), Patient satisfaction with nursing care at a university hospital in Turkey, Journal Nursing Care Quality, Vol. 16, No. 1, pp. 24-33.
31. Weech-Maldonado, R., Morales, L.S., Elliott, M., Sprit, K. and Hays, R.H. (2003), Race/ethnicity, language and patients' assessment of Medicaid managed care, Health Services Research, Vol. 38, No. 3, pp. 789-808.
32. Wilkins, H., Merrilees, B. and Herington, C. (2007), Towards an understanding of total service quality in hotels, International Journal of Hospitality Management, Vol. 26, No. 4, pp. 840-53.
33. Witt, C.A. and Steward, H.M. (1996), Solicitors and customer care, Service Industries Journal, Vol. 16, No. 1, pp. 21-34.
34. Zeithaml, V., Berry, L. and Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, Vol. 60, April, pp. 31-46.