Service decision-making: The interrelationship of service quality, satisfaction, quality of life and behavioural intent.

Dagger, Tracey and Sweeney, Jillian (2003). Service decision-making: The interrelationship of service quality, satisfaction, quality of life and behavioural intent.. In: Gus Geursen, Rachel Kennedy and Monica Tolo, Proceedings. ANZMAC 2003 – Australian and New Zealand Marketing Academy Conference. ANZMAC 2003 – Australian and New Zealand Marketing Academy Conference, Adelaide, Australia, (). 1-3 December 2003.


Author Dagger, Tracey
Sweeney, Jillian
Title of paper Service decision-making: The interrelationship of service quality, satisfaction, quality of life and behavioural intent.
Conference name ANZMAC 2003 – Australian and New Zealand Marketing Academy Conference
Conference location Adelaide, Australia
Conference dates 1-3 December 2003
Proceedings title Proceedings. ANZMAC 2003 – Australian and New Zealand Marketing Academy Conference
Place of Publication Adelaide
Publisher ANZMAC
Publication Year 2003
Sub-type Fully published paper
Editor Gus Geursen
Rachel Kennedy
Monica Tolo
Total pages 8
Language eng
Abstract/Summary This study extends previous research on service decision making by examining the relationship between service quality, process satisfaction, outcome satisfaction, quality of life and behavioural intent. The model was tested in a high involvement, high-contact, on-going health service environment. The impact of service quality, process satisfaction and outcome satisfaction and quality of life on the behavioural intentions of customers was specifically examined. A number of notable findings are reported including empirical results indicating that service quality has a direct impact on satisfaction as well as behavioural intentions. In turn, process and outcome satisfaction were found to play an important role in generating favourable behavioural intentions. Quality of life was found to be an outcome of the service decision-making process rather than an input into this process. The results obtained from this study have important implications for service providers as well as for future research in this area.
Subjects 1503 Business and Management
Keyword Marketing
Service Quality
Q-Index Code E1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Conference Paper
Collection: UQ Business School Publications
 
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Created: Thu, 27 Apr 2006, 01:56:12 EST