The Effect of Service Evaluations on Behavioral Intentions and Quality of Life

Abstract

Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is validated using two random samples involving intensive health services. The results indicate that service quality and service satisfaction significantly enhance quality of life and behavioral intentions, highlighting that customer service has social as well as economic outcomes. This is an important finding given the movement toward recognizing social and environmental outcomes, such as emphasized through triple bottom-line reporting. The findings have important implications for managing service processes, for improving the quality of life of customers, and for enhancing customers' behavioral intentions toward the organization.

Enabling a transformative service system by modeling quality dynamics

“…There is an intricate relationship between SSQ, SAT and QOL perceptions (Dagger and Sweeney, 2006). According to Lusch et al (2007,p.12), "customer is a primary integrator of resources in the creation of value through service experiences that are interwoven with life experiences to enhance quality of life".…”

The SAGE Handbook of Social Marketing

“…Two distinct dimensions, i.e. technical quality (service outcome) and functional quality (service process), are generally agreed (Dagger and Sweeney, 2006;Gronroos, 1984). Additionally, the five-dimensional classification proposed by the SERVQUAL authors (Parasuraman et al, 1985(Parasuraman et al, , 1991(Parasuraman et al, , 1994) is often quoted: i.e.…”

“…Dagger and Sweeney (2006) highlight services related to health care, fitness and weight loss; they argue that the impact of marketing on social outcomes is particularly relevant in the service context, where the interactive nature of the exchange process is also likely to influence the quality of life an individual experiences. Additionally, the servicedominant logic (S-D L) of marketing has been described as potentially foundational to social marketing (Desai, 2009;Vargo and Lusch, 2008).…”

“…Consumers' behavioral intentions, as outcomes of service evaluation, are often described as a set of multiple (behavioural and non-behavioural) responses and significant attempts have been made to identify the factors which determine such intentions (Cronin et al, 2000;Jang and Namkung, 2009; including within a healthcare context (Choi et al, 2004;Dagger and Sweeney, 2006;Han et al, 2008). The relationship between evaluations, intended and actual behaviour, however, is complex and tenuous (Chandon et al, 2005;Morvitz, 1997).…”

On the ambiguity of Quality of Service and Quality of Experience requirements for eHealth services

“…To overcome the above-mentioned hindrance and to facilitate user acceptance, user perception of the delivered services needs to be identified and eventually improved. According [4,11], "if the system cannot be trusted to guarantee a threshold level of quality, it will remain underutilized, be bypassed, or used as a measure of last resort". Authors argued that the strong influence of quality perceptions on one's inclination to avail health services is reported beyond dispute [4].…”