The impact of structure and process attributes on satisfaction and behavioral intentions

Journal of Services Marketing

Volumn 18, Issue 2, 2004, Pages 114-121

  Bendall Lyon, Dawn ^a   Powers, Thomas L ^b  

^a UNIVERSITY OF MONTEVALLO   (United States)

^b UNIVERSITY OF ALABAMA AT BIRMINGHAM   (United States)

Author keywords

Behaviour; Consumer psychology; Health services

Indexed keywords

EID: 84993043344     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410528719     Document Type: Article

References (46)

1. Anderson, E.W. and Mittal, V. (2000), “Strengthening the satisfaction-profit chain”, Journal of Services Research, Vol. 3 No. 2, pp. 107-120.
2. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.
3. Bell, R., Krivich, M.J. and Boyd, M.S. (1997), “Charting patient satisfaction”, Marketing Health Services, Spring, pp. 22-29.
4. Bollen, K.A. (1990), “Overall fit in covariance structural models: two types of sample size effects”, Psychological Bulletin, Vol. 107 No. 2, pp. 256-259.
5. Bolton, R.N. (1998), “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”, Marketing Science, Vol. 17 No. 1, pp. 45-65.
6. Byrne, B.M. (2001), Structural Equation Modeling with AMOS, Lawrence Erlbaum Associates, Mahwah, NJ.
7. Cohen, G. (1996), “Age and health status in a patient satisfaction survey”, Social Science and Medicine, Vol. 42 No. 7, pp. 1085-1093.
8. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
9. Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24, pp. 404-411.
10. Fottler, M.D., Ford, R.C., Roberts, V. and Ford, E. (2000), “Creating a healing environment: the importance of the service setting in the new consumer-oriented healthcare system”, Journal of Healthcare Management, Vol. 45 No. 2, pp. 35-43.
11. Fowler, E., MacRae, S., Stern, A., Harrison, T., Gerteis, M., Walker, J., Edgman-Levitan, S. and Ruga, W. (1999), “The built environment as a component of quality care: understanding and including the patient's perspective”, Joint Commission Journal on Quality Improvement, Vol. 25 No. 7, pp. 352-357.
12. Gronroos, C. (1995), “Relationship marketing: the strategy continuum”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 252-254.
13. Hall, J.A. and Dornan, M.C. (1988), “What patients like about their medical care and how often they are asked: a meta-analysis of the satisfaction literature”, Social Science and Medicine, Vol. 27 No. 9, pp. 935-939.
14. Halstead, D. and Page, T.J. Jr (1992), “The effects of satisfaction and complaining behavior on consumer repurchase intentions”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, pp. 1-11.
15. Hanson, R. (1992), “Determining attribute importance”, Quirk's Marketing Research Review, Vol. 6, October, pp. 16-18.
16. Hennig-Thurau, T. (2001), “A relationship marketing perspective of complaint satisfaction in service settings: some empirical findings”, in Enhancing Knowledge Development in Marketing, Summer Educator's Conference Proceedings, American Marketing Association, Chicago, IL, August, pp. 206-213.
17. Johnston, R. (1998), “The effect of intensity of dissatisfaction of complaining behavior”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 11, pp. 69-77.
18. Joreskog, K.G. (1993), “Testing structural equation models”, in Bollen, K.A. and Long, J.S. (Eds), Testing Structural Equation Models, Sage Publishers, Newbury Park, CA.
19. Joreskog, K.G. and Sorbom, D. (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Scientific Software International, Chicago, IL.
20. Kravitz, R. (1996), “Patients' expectations for medical care: an expanded formulation based on review of the literature”, Medical Care Research and Review, Vol. 53 No. 1, pp. 3-27.
21. Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62 No. 1, pp. 33-47.
22. Moorman, C. and Rust, R.T. (1999), “The role of marketing”, Journal of Marketing, Vol. 63, pp. 180-197.
23. Nunnally, J. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY.
24. Nyer, P.U. (1999), “Cathartic complaining as a means of reducing consumer dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 12, pp. 15-25.
25. Ofir, C. and Simonson, I. (2001), “In search of negative customer feedback: the effect of expecting to evaluate on satisfaction evaluations”, Journal of Marketing Research, Vol. 38 No. 2, pp. 170-182.
26. Oliva, T.A., Oliver, R.L. and MacMillan, I.C. (1992), “A catastrophe model for developing service satisfaction strategies”, Journal of Marketing, Vol. 56 No. 3, pp. 83-95.
27. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw Hill, New York, NY.
28. Oliver, R.L. and Swan, J.E. (1989), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing, Vol. 53 No. 2, pp. 21-35.
29. Oswald, S.L., Turner, D.E., Snipes, R.L. and Butler, D. (1998), “Quality determinants and hospital satisfaction”, Marketing Health Services, Vol. 18 No. 1, pp. 19-27.
30. Phillips, L.W., Chang, D.R. and Buzzell, R.D. (1983), “Product quality, cost position and business performance: a test of some key hypotheses”, Journal of Marketing, Vol. 47 No. 2, pp. 26-43.
31. Ralston, R. (1996), “Model maps out sure path to growth in marketplace”, Marketing News, Vol. 30 No. 11, p. 12.
32. Reidenbach, R.E. and Sandifer-Smallwood, B. (1990), “Exploring the perceptions of hospital operations by a modified SERVQUAL approach”, Journal of Health Care Marketing, Vol. 10, December, pp. 47-55.
33. Richard, M.D. and Allaway, A.W. (1993), “Service quality attributes and choice behavior”, Journal of Services Marketing, Vol. 7 No. 1, pp. 59-68.
34. Ross, C.K., Steward, C.A. and Sinacore, J.M. (1993), “The importance of patient preferences in the measurement of health care satisfaction”, Medical Care, Vol. 31 No. 12, pp. 1138-1149.
35. Scotti, D. and Dolinsky, A. (1997), “Psychographic factors underlying satisfaction of senior adults with ambulatory health care provided by physicians: an exploratory study”, Journal of Health and Human Services Administration, Vol. 19 No. 4, pp. 467-492.
36. Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service encounters involving failure and recovery”, Journal of Marketing Research, Vol. 36 No. 3, pp. 356-372.
37. Strasser, S., Aharony, L. and Greenberger, D. (1993), “The patient satisfaction process: moving toward a comprehensive model”, Medical Care Review, Vol. 50 No. 2, pp. 219-249.
38. Surprenant, C.F. and Solomon, M.R. (1987), “Predictability and personalization in the service encounter”, Journal of Marketing, Vol. 51 No. 2, pp. 86-96.
39. Szymanski, D.M. and Henard, D.H. (2001), “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
40. Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, Vol. 62 No. 2, pp. 60-76.
41. Williams, S.J. and Calnan, M. (1991), “Convergence and divergence: assessing criteria of consumer satisfaction across general practice, dental and hospital care settings”, Social Science and Medicine, Vol. 33 No. 6, pp. 707-716.
42. Wright, R.E., Perkins, D., Alston, S., Heitzig, S., Meyer-Smith, J. and Palmer, J.C. (1996), “Effects of dissatisfying experiences on repatronage intentions and negative word-of-mouth behavior of university students”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 9, pp. 221-228.
43. Zeithaml, V. (2000), “Service quality, profitability, and the economic worth of customers: what we know and what we need to learn”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
44. Zeithaml, V.A., Berry, L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, pp. 31-46.
45. Zifko-Baliga, G.M. and Krampf, R.F. (1997), “Managing perceptions of hospital quality”, Marketing Health Services, Vol. 17 No. 1, pp. 28-35.
46. Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63 No. 4, Special Issue, pp. 33-44.