Customer positivity and participation in services: An empirical test in a health care context

Journal of the Academy of Marketing Science

Volumn 41, Issue 3, 2013, Pages 338-356

  Gallan, Andrew S ^a   Jarvis, Cheryl Burke ^b   Brown, Stephen W ^c   Bitner, Mary Jo ^c  

^a DEPAUL UNIVERSITY   (United States)

^b SOUTHERN ILLINOIS UNIVERSITY   (United States)

^c ARIZONA STATE UNIVERSITY   (United States)

Author keywords

Broaden and build theory of positive emotions; Customer participation; Customer satisfaction; Professional services; Service quality; Value co creation

Indexed keywords

EID: 84875500519     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-012-0307-4     Document Type: Article

References (105)

1. Agency for Healthcare Research and Quality. (2011). The ten questions you should know. Retrieved December 12, 2011, from http://www. ahrq. gov/questions/.
2. Alexandrov, A. (2010). Characteristics of single-item measures in likert scale format. Paper presented at the American Marketing Association Summer Marketing Educators' Conference 2010, Boston, MA.
3. Amyx, D., & Bristow, D. N. (2001). An empirical investigation of customer satisfaction with health care services. Marketing Intelligence & Planning, 19(6/7), 515-525.
4. Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of Marketing, 68(October), 172-185.
5. Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359-370.
6. Bagozzi, R. P. (1992). The self regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178-204.
7. Bagozzi, R. P., Gopinath, M., & Nyer, P. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184-206.
8. Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
9. Baumeister, R. F., Bratslavsky, E., Finkenauer, C., & Vohs, K. D. (2001). Bad is stronger than good. Review of General Psychology, 5(4), 323-370.
10. Bell, S. J., Auh, S., & Smalley, K. (2005). Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science, 33(2), 169-183.
11. Berry, L. L., & Bendapudi, N. (2007). Healthcare: a fertile field for service research. Journal of Service Research, 10(2), 111-122.
12. Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193.
13. Bitner, M. J., Ostrom, A., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California Management Review, 50(3), 66-94.
14. Bolton, R. N. (1993). Pretesting questionnaires: content analyses of respondents' concurrent verbal protocols. Marketing Science, 12(3), 280-303.
15. Brown, T. J., & Kirmani, A. (1999). The influence of preencounter affect on satisfaction with an anxiety-provoking service encounter. Journal of Service Research, 1(4), 333-346.
16. Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53(2), 92-98.
17. Cegala, D. J., Street, R. L. J., & Clinch, C. R. (2007). The impact of patient participation on physicians' information provision during a primary care medical interview. Health Communication, 21(2), 177-185.
18. Chan, K. W., Yim, C. K. B., & Lam, S. S. K. (2010). Is customer participation in value creation a double-edged sword? evidence from professional financial services across cultures. Journal of Marketing, 74(2), 48-64.
19. Chen, P. W. (2011). When optimism is unrealistic. The New York Times.
20. Claycomb, C., Lengnick-Hall, C. A., & Inks, L. W. (2001). The customer as a productive resource: a pilot study and strategic implications. Journal of Business Strategies, 18(1), 47-68.
21. Clore, G. L., & Huntsinger, J. R. (2007). How emotions inform judgment and regulate thought. Trends in Cognitive Sciences, 11(9), 393-399.
22. Cohen, J., Cohen, P., West, S. G., & Aiken, L. S. (2003). Applied multiple regression/correlation analysis for the behavioral sciences (3rd ed.). Mahwah: Lawrence Erlbaum Associates.
23. Collins, S., Britten, N., Ruusuvuori, J., & Thompson, A. (2007). Understanding the process of patient participation. In S. Collins, N. Britten, J. Ruusuvuori, & A. Thompson (Eds.), Patient participation in health care consultations: Qualitative perspectives (pp. 3-21). New York: Open University Press.
24. Cronin, J. J., & Taylor, S. A. (1992a). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68.
25. Cronin, J. J., Jr., & Taylor, S. A. (1992b). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68.
26. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
27. Dabholkar, P. A. (1990). How to improve perceived service quality by increasing customer participation. In B. J. Dunlap (Ed.), Developments in marketing science (Vol. 13, pp. 483-487). Cullowhee, N. C.
28. Dagger, T. S., & Sweeney, J. C. (2006). The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9(1), 3-18.
29. Davidson, R. J., Kabat-Zinn, J., Schumacher, J., Rosenkranz, M., Muller, D., Santorelli, S. F., Urbanowski, F., Harrington, A., Bonus, K., & Sheridan, J. (2003). Alterations in brain and immune function produced by mindfulness meditation. Psychosomatic Medicine, 65, 564-570.
30. Dellande, S., Gilly, M. C., & Graham, J. L. (2004). Gaining compliance and losing weight: the role of the service provider in health care services. Journal of Marketing, 68(3), 78-91.
31. Diener, E., & Diener, C. (1996). Most people are happy. Psychological Science, 7(3), 181-185.
32. Doucet, L. (2004). Service provider hostility and service quality. Academy of Management Journal, 47(5), 761.
33. Dubé, L., Bélanger, M.-C., & Trudeau, E. (1996). The role of emotions in health care satisfaction. Journal of Health Care Marketing, 16(2), 45-51.
34. Edvardsson, B. (2005). Service quality: beyond cognitive assessment. Managing Service Quality, 15(2), 127-131.
35. Eldh, A. C., Ekman, I., & Ehnfors, M. (2006). Conditions for patient participation and non-participation in health care. Nursing Ethics, 13(5), 503-514.
36. Fallowfield, L., & Jenkins, V. (2004). Communicating sad, bad, and difficult news in medicine. Lancet, 363(9405), 312-319.
37. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
38. Fredrickson, B. L. (1998). What good are positive emotions? Review of General Psychology, 2(3), 300-319.
39. Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: the broaden-and-build theory of positive emotions. American Psychologist, 56(3), 218-226.
40. Fredrickson, B. L. (2003). The value of positive emotions. American Scientist, 91, 330-335.
41. Fredrickson, B. L., & Branigan, C. (2005). Positive emotions broaden the scope of attention and thought-action repertoires. Cognition and Emotion, 19(3), 313-332.
42. Fredrickson, B. L., & Joiner, T. (2002). Positive emotions trigger upward spirals toward emotional well-being. Psychological Science, 13(2), 172-175.
43. Fredrickson, B. L., & Losada, M. F. (2005). Positive affect and the complex dynamics of human flourishing. American Psychologist, 60(7), 678-686.
44. Gaur, S. S., Xu, Y., Quazi, A., & Nandi, S. (2011). Relational impact of service providers' interaction behavior in healthcare. Managing Service Quality, 21(1), 67-87.
45. Gotlieb, J. B., Grewal, D., & Brown, S. W. (1994). Consumer satisfaction and perceived quality: complementary or divergent constructs? Journal of Applied Psychology, 79(6), 875-885.
46. Gottman, J. M. (1994). What predicts divorce? The relationship between marital processes and marital outcomes. Hillsdale, NJ: Erlbaum.
47. Grönroos, C. (1983). Strategic management and marketing in the service sector. Cambridge, MA: Marketing Science Institute.
48. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
49. Grönroos, C. (2006). Adopting a service logic for marketing. Marketing Theory, 6(3), 1-16.
50. Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.
51. Gruca, T. S., & Rego, L. L. (2005). Customer satisfaction, cash flow and shareholder value. Journal of Marketing, 69(3), 115-130.
52. Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718-739.
53. Hausman, A. (2004). Modeling the patient-physician service encounter: improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403-417.
54. Hibbard, J. (2009). Using systematic measurement to target consumer activation strategies. Medical Care Research and Review, 66(1), 9S-27S.
55. Homburg, C., Koschate, N., & Hoyer, W. D. (2006). The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective. Journal of Marketing, 70(3), 21-31.
56. Howard, J. (2010). GROW: An Herb Garden System. Retrieved March 1, 2011, from http://designforservice. wordpress. com/health-services-innovation-interview/.
57. Ilies, R., Scott, B. A., & Judge, T. A. (2006). The interactive effects of personal traits and experienced states on intraindividual patterns of citizenship behavior. Academy of Management Journal, 49(3), 561-575.
58. Isen, A. M., Daubman, K. A., & Nowicki, G. P. (1987). Positive affect facilitates creative problem solving. Journal of Personality and Social Psychology, 52(6), 1122-1131.
59. Jaworski, B. J., & Kohli, A. K. (2006). Co-creating the voice of the customer. In R. F. Lusch & S. L. Vargo (Eds.), The service-dominant logic of marketing: Dialog, debate, and directions (pp. 109-117). Armonk, NY: M. E. Sharpe.
60. Jayanti, R. (1996). Affective responses towards service providers: implications for service encounter satisfaction. Health Marketing Quarterly, 14(1), 49-65.
61. Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427.
62. Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997). On the relationship between customer participation and satisfaction: two frameworks. International Journal of Service Industry Management, 8(3), 206-215.
63. Knowles, P. A., Grove, S. J., & Pickett, G. M. (1999). Mood versus service quality effects on customers' responses to service organizations and service encounters. Journal of Service Research, 2(2), 187-199.
64. Lengnick-Hall, C. A. (1996). Customer contributions to quality: a different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824.
65. Leventhal, H., Singer, R., & Jones, S. (1965). Effects of fear and specificity of recommendation upon attitudes and behavior. Journal of Personality and Social Psychology, 2(1), 20-29.
66. Levinson, W., Gorawara-Bhat, R., & Lamb, J. (2000). A study of patient clues and physician responses in primary care and surgical settings. Journal of the American Medical Association, 284(8), 1021-1027.
67. Lindell, M. K., & Brandt, C. J. (2000). Climate quality and climate consensus as mediators of the relationship between organizational antecedents and outcomes. Journal of Applied Psychology, 85(3), 331-348.
68. Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114-121.
69. Locke, K. (1996). A funny thing happened! the management of consumer emotions in service encounters. Organization Science, 7(1), 40-59.
70. Longtin, Y., Sax, H., Leape, L., Sheridan, S. E., Donaldson, L., & Pittet, D. (2010). Patient participation: current knowledge and applicability to patient safety. Mayo Clinic Proceedings, 85(1), 53-62.
71. Losada, M., & Heaphy, E. (2004). The role of positivity and connectivity in the performance of business teams: a nonlinear dynamics model. American Behavioral Scientist, 47(6), 740-765.
72. Lytle, R. S., & Mokwa, M. P. (1992). Evaluating health care quality: the moderating role of outcomes. Journal of Health Care Marketing, 12(1), 4-14.
73. Lyubomirsky, S., King, L., & Diener, E. (2005). The benefits of frequent positive affect: does happiness lead to success? Psychological Bulletin, 131(6), 803-855.
74. Mathieu, J. E., & Taylor, S. R. (2006). Clarifying conditions and decision points for mediational type inferences in organizational behavior. Journal of Organizational Behavior, 27(8), 1031-1056.
75. Mathieu, J. E., DeShon, R. P., & Bergh, D. D. (2008). Mediational inferences in organizational research: then, now and beyond. Organizational Research Methods, 11(2), 203-223.
76. Mattila, A. S., & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
77. Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
78. Mills, P. K., & Morris, J. H. (1986). Clients as 'partial' employees of service organizations: role development in client participation. Academy of Management Review, 11(4), 726-735.
79. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
80. Odhuba, E. (2010). How to Attract Clients without Hard Selling. Retrieved February 23, 2011, from http://eriaodhuba. com/.
81. Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430.
82. Oliver, R. L. (1994). Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality: Evidence in a service setting. Provo, UT: Paper presented at the Advances in Consumer Research.
83. Parker-Pope, T. (2008). Doctor and patient. The New York Times: Now at Odds.
84. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
85. Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
86. Price, L. L., Arnould, E. J., & Tierney, P. (1995). Going to extremes: managing service encounters and assessing provider performance. Journal of Marketing, 59(2), 83-97.
87. Roter, D. L. (1984). Patient question asking in physician-patient interaction. Health Psychology, 3(5), 395-409.
88. Roter, D. (2000). The enduring and evolving nature of the patient-physician relationship. Patient Education and Counseling, 39(1), 5-15.
89. Salter, C. (2006). A Prescription for Innovation. Fast Company, 104, 83.
90. Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services Marketing, 13(2), 151-162.
91. Shaw, C. (2007). The DNA of customer experience: how emotions drive value. Basingstoke, UK: Palgrave Macmillan.
92. Skaggs, B. C., & Huffman, T. R. (2003). A customer interaction approach to strategy and production complexity alignment in service firms. Academy of Management Journal, 46(6), 775-786.
93. Sparta, K. (2008). Help Emotional Clients Keep Their Cool, from http://www. realtor. org/rmosales_and_marketing/salescoach/columns/0811_salescoach_emotions.
94. Stone-Romero, E. F., & Rosopa, P. J. (2008). The relative validity of inferences about mediation as a function of research design characteristics. Organizational Research Methods, 11(2), 326-352.
95. Street, R. L. J., Gordon, H. S., Ward, M. M., Krupat, E., & Kravitz, R. L. (2005). Patient participation in medical consultations: why some patients are more involved than others. Medical Care, 43(10), 960-969.
96. Swartz, T. A., & Brown, S. W. (1989). Consumer and provider expectations and experiences in evaluating professional service quality. Journal of the Academy of Marketing Science, 17(2), 189-195.
97. Taylor, S. A., & Cronin, J. J. (1994). Modeling patient satisfaction and service quality. Journal of Health Care Marketing, 14(1), 34-44.
98. Taylor, A. B., MacKinnon, D. P., & Tein, J.-Y. (2008). Tests of the three-path mediated effect. Organizational Research Methods, 11(2), 241-269.
99. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1-17.
100. Vinagre, M. H., & Neves, J. (2008). The influence of service quality and patients' emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87-103.
101. von Nordenflycht, A. (2010). What is a professional service firm? toward a theory and taxonomy of knowledge-intensive firms. Academy of Management Review, 35(1), 155-174.
102. Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: the PANAS scales. Journal of Personality and Social Psychology, 54(6), 1063-1070.
103. Youngdahl, W. E., Kellogg, D. L., Nie, W., & Bowen, D. E. (2003). Revisiting customer participation in service encounters: does culture matter? Journal of Operations Management, 21(1), 109-120.
104. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
105. Zhao, X., Lynch, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: myths and truths about mediation analysis. Journal of Consumer Research, 37(3), 197-206.