Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality of Life and Behavioural Intent

Tracey S Dagger; J C Sweeney

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Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality of Life and Behavioural Intent

Conference paper

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Peer reviewed

Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality of Life and Behavioural Intent

Tracey S Dagger and J C Sweeney

Proceedings of the 2003 Australian and New Zealand Marketing Academy Conference, pp.2298-2305

Australian & New Zealand Marketing Academy Conference (ANZMAC), 2003 (Adelaide, Australia, 01-Dec-2003–03-Dec-2003)

Australian and New Zealand Marketing Academy (ANZMAC)

2003

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Abstract

Commercial Services

service quality

service satisfaction

quality of life

behavioural intentions

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.

Details

Title: Service Decision-Making: The Interrelationship of Service Quality, Satisfaction, Quality of Life and Behavioural Intent
Authors: Tracey S Dagger (Author) - University of the Sunshine Coast - Faculty of Business
J C Sweeney (Author) - University of Western Australia
Contributors: G Geursen (Editor)
R Kennedy (Editor)
M Tolo (Editor)
Publication details: Proceedings of the 2003 Australian and New Zealand Marketing Academy Conference, pp.2298-2305
Conference details: Australian & New Zealand Marketing Academy Conference (ANZMAC), 2003 (Adelaide, Australia, 01-Dec-2003–03-Dec-2003)
Publisher: Australian and New Zealand Marketing Academy (ANZMAC)
Date published: 2003
Organisation Unit: University of the Sunshine Coast, Queensland
Language: English
Record Identifier: 99448870102621
Output Type: Conference paper

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