Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour
Data(s) |
2014
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Resumo |
The growth in demand and expenditure currently being experienced in the Australian health sector is also accompanied by a rise in dysfunctional customer behaviour, such as verbal abuse and physical violence, perpetrated against health service providers. While service failure and poor recovery are known to trigger consumer misbehaviour, this study investigates whether lower than expected perceived service quality generates cognitive and emotional appraisals that trigger two common forms of misbehaviour: refusal to participate and verbal abuse. Data were collected using a 2 × 2 between-subjects experiment administered via online written survey and analysed using path modelling. The findings indicate that perceptions of service encounter quality have an indirect effect on whether consumers refuse to participate in the service and/or verbally abuse the service provider through the mediating effect of anger. |
Formato |
application/pdf |
Identificador | |
Publicador |
Elsevier |
Relação |
http://eprints.qut.edu.au/78676/1/78676.pdf DOI:10.1016/j.ausmj.2014.08.010 Greer, Dominique, Russell-Bennett, Rebekah, Tombs, Alastair, & Drennan, Judy (2014) Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour. Australasian Marketing Journal, 22(3), pp. 257-267. |
Direitos |
Copyright 2014 Australian and New Zealand Marketing Academy This is the author’s version of a work that was accepted for publication in Australasian Marketing Journal. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Australasian Marketing Journal, [VOL 22, ISSUE 3, (2014)] DOI: 10.1016/j.ausmj.2014.08.010 |
Fonte |
QUT Business School; School of Advertising, Marketing & Public Relations |
Palavras-Chave | #150503 Marketing Management (incl. Strategy and Customer Relations) #Consumer Misbehaviour #Service Quality #Anger #Perceived Justice #Health Care |
Tipo |
Journal Article |