The effect of service evaluations on behavioral intentions and quality of life

Dagger, Tracey S. and Sweeney, Jillian C. (2006) The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9 1: 3-18. doi:10.1177/1094670506289528

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Author Dagger, Tracey S.
Sweeney, Jillian C.
Title The effect of service evaluations on behavioral intentions and quality of life
Journal name Journal of Service Research   Check publisher's open access policy
ISSN 1094-6705
Publication date 2006-01-01
Sub-type Critical review of research, literature review, critical commentary
DOI 10.1177/1094670506289528
Volume 9
Issue 1
Start page 3
End page 18
Total pages 16
Editor A. Parasuraman
Place of publication USA
Publisher Sage
Collection year 2006
Language eng
Subject C1
350204 Marketing and Market Research
710400 Finance, Property and Business Services
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.
Keyword Business
Quality Of Life
Service Quality
Service Satisfaction
Intentions
Service Evaluation
Structural Equation Models
Customer Satisfaction
Measurement Error
Dynamic-model
Cancer
Qlq-c30
Questionnaire
Consequences
Antecedent
Management
Q-Index Code C1

Document type: Journal Article
Sub-type: Critical review of research, literature review, critical commentary
Collections: Excellence in Research Australia (ERA) - Collection
2007 Higher Education Research Data Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 42 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 64 times in Scopus Article | Citations
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Created: Wed, 15 Aug 2007, 16:32:50 EST