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Related Experiment Video

Updated: Jul 10, 2026

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits
08:27

Applying an eMASS Customization Program as a Research Tool to Evaluate Consumer Benefits

Published on: September 27, 2019

Linking service quality, customer satisfaction, and behavioral intention.

A G Woodside, L L Frey, R T Daly

    Journal of Health Care Marketing
    |November 5, 1989
    PubMed
    Summary

    This study demonstrates that higher service quality in hospitals leads to greater customer satisfaction and positive behavioral intentions. These findings confirm a framework linking service quality, satisfaction, and patient loyalty.

    Area of Science:

    • Service Marketing
    • Consumer Behavior
    • Healthcare Management

    Background:

    • Existing literature on service quality and script theory provides a foundation for understanding consumer service interactions.
    • The complex nature of consumer services, such as overnight hospital care, necessitates a nuanced framework to assess performance.
    • Customer satisfaction and behavioral intentions are critical metrics for service providers aiming for sustained success.

    Purpose of the Study:

    • To propose and test a framework detailing the relationships among service quality, customer satisfaction, and behavioral intention in service purchases.
    • To develop and apply specific models derived from the general framework to the context of overnight hospital care.
    • To empirically validate the proposed framework using data from actual hospital patients.

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    How Virtual Celebrity Characteristics Drive Purchase Intention: Testing the Stimulus-Organism-Response Framework with Structural Equation Modeling
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    Main Methods:

    • Developed a general framework based on service quality and script theory literature.
    • Created specific models from the general framework for application to overnight hospital care.
    • Collected data on service quality, customer satisfaction, and behavioral intention from recent patients at two hospitals.

    Main Results:

    • The findings provide strong support for the specific models developed for hospital care.
    • The results validate the general framework, confirming the interrelationships between service quality, customer satisfaction, and behavioral intention.
    • Empirical evidence demonstrates the applicability of the framework in a complex service environment.

    Conclusions:

    • The study successfully validates a framework linking service quality, customer satisfaction, and behavioral intention in the context of healthcare services.
    • Implications for service marketing strategies in healthcare are significant, emphasizing the importance of enhancing service quality to drive patient satisfaction and loyalty.
    • The research opens avenues for future studies exploring these relationships in diverse service settings and with varied patient populations.