The Role of Affect in Consumer Evaluation of Health Care Services

REFERENCES

• Alford, B. L., &. Sherrell, D. L. (1996). The role of affect in consumer satisfaction judgments of credence-based services. Journal of Business Research, 37(1), 71–84.
   Web of Science ®Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modelling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423.
   Web of Science ®Google Scholar
• Anderson, R. E., & Srinivasan, S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123–138.
   Web of Science ®Google Scholar
• Armstrong, S. J., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402.
   Web of Science ®Google Scholar
• Australian Health Practitioner Regulation Agency. (2011). Annual Report 2010–2011. Brisbane, Queensland: Author.
   Google Scholar
• Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184–206.
   Web of Science ®Google Scholar
• Baker, T. L., & Taylor, S. A. (1997). Patient satisfaction and service quality in the formation of customers’ future purchase intentions in competitive health service settings. Health Marketing Quarterly, 15(1), 1–15.
   PubMedGoogle Scholar
• Bendapudi, N. M., Berry, L. L., Frey, K. A., Parish, J. T., & Rayburn, W. L. (2006). Patients’ perspectives on ideal physician behaviors. Mayo Clinic Proceedings, 81(3), 338–344.
   PubMed Web of Science ®Google Scholar
• Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service changes on consumer attitudes. Journal of Marketing, 55(1), 1–10.
   Web of Science ®Google Scholar
• Brady, M. K, Knight, G. A., Cronin, J. J., Tomas, G., Hult, M., & Keillor, B. D. (2005). Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models. Journal of Retailing, 81(3), 215–230.
   Web of Science ®Google Scholar
• Byrne, B. (2001). Structural equation modeling with AMOS. Mahwah, NJ: Lawrence Erlbaum
   Google Scholar
• Cadotte, E. R., & Turgeon, N. (1988). Dissatisfiers and satisfiers: Suggestions for consumer complaints and compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74–79.
   Google Scholar
• Chahal, H., & Kumari, N. (2012). Service quality and performance in the public health-care sector. Health Marketing Quarterly, 29(3), 181–205.
   PubMedGoogle Scholar
• Choi, K-S., Cho, W-H., Lee, S., Lee, H., & Kim, C. (2004). The relationship among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57(8), 913–921.
   Web of Science ®Google Scholar
• Cronin, J. J., Brady, M. K., Tomas, G., & Hult, M. (2000). Assessing the effects of quality, value and consumer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.
   Web of Science ®Google Scholar
• Dagger, T. S., & Sweeney, J. C. (2006). The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9(3), 3–18.
   Web of Science ®Google Scholar
• Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health services: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142.
   Web of Science ®Google Scholar
• Darby, M. R., & Karni, E. (1973). Free competition and the optimal amount of fraud. Journal of Law and Economics, 16(1), 67–88.
   Web of Science ®Google Scholar
• Dillman, D. A. (2007). Mail and Internet surveys: The tailored design method 2007 update with new Internet, visual and mixed-mode guide. Hoboken, NJ: John Wiley & Sons.
   Google Scholar
• Dube, L., & Morgan, M. S. (1998). Capturing the dynamics of in-process consumption emotions and satisfaction in extended service transactions. International Journal of Research in Marketing, 15(4), 309–320.
   Web of Science ®Google Scholar
• Edvardsson, B. (2005). Service quality: Beyond cognitive assessment, a guru's view. Managing Service Quality, 15(2), 127–131.
   Google Scholar
• Eggert, A., & Wolfgang, U. (2002). Consumer perceived value: A substitute for satisfaction in business markets. Journal of Business and Industrial Marketing, 17(2/3), 107–118.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
   Web of Science ®Google Scholar
• Garry, T. (2008). Affect and the role of corporate customer expertise within legal services. Journal of Services Marketing, 22(4), 292–302.
   Google Scholar
• Garver, M. S., & Mentzer, J. T. (1999). Logistics research methods: Employing structural equation modeling to test for construct validity. Journal of Business Logistics, 20(1), 33–57.
   Google Scholar
• Gaur, S. S., Xu, Y., Quazi, A., & Nandi, S. (2011). Relational impact of service providers’ interaction behavior in healthcare. Managing Service Quality, 21(1), 67–87.
   Web of Science ®Google Scholar
• Goetzinger, L., Park, J., Lee, Y. J., & Widdows, R. (2007). Value-driven consumer e-health information search behavior. International Journal of Pharmaceutical and Healthcare Marketing, 1(2), 128–142.
   Google Scholar
• Grace, D., & O'Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450–461.
   Google Scholar
• Gremler, D. D., & Brown, S. W. (1999). The loyalty ripple effect: Appreciating the full value of consumers. International Journal of Service Industry Management, 10(3), 271–291.
   Google Scholar
• Hightower, R., Brady, M. K., & Baker, T. L. (2002). Investigating the role of the physical environment in hedonic service consumption: An exploratory study of sporting events. Journal of Business Research, 55(9), 697–707.
   Web of Science ®Google Scholar
• Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption context. In R. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 21–72). Thousand Oaks, CA: Sage.
   Google Scholar
• Hoyle, R. H. (1995). Structural equation modeling: Concepts, issues, and applications. Thousand Oaks, CA: Sage.
   Google Scholar
• Laros, F. J. M., & Steenkamp, J.-B. E. M. (2005). Emotions in consumer behavior: A hierarchical approach. Journal of Business Research, 58(10), 1437–1445.
   Web of Science ®Google Scholar
• Lazarus, R. S., & Folkman, S. (1984). Coping and adaptation. In W. D. Gentry (Ed.), The handbook of behavioral medicine (pp. 282–325). Guilford, NY: Springer.
   Google Scholar
• Lin, J.-S. C., & Liang H.-Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350–372.
   Web of Science ®Google Scholar
• Mattila, A. S., & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268–277.
   Google Scholar
• Murray, D., & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of consumers at an Australian sports and leisure centre. Sport Management Review, 5(1), 25–43.
   Google Scholar
• Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44.
   Web of Science ®Google Scholar
• O'Neil, M., Wright, C., & Fitz, F. (2001). Quality evaluation in on-line service environments: An application of the important-performance measurement technique. Managing Service Quality, 11(6), 402–417.
   Google Scholar
• Ozborne, L. (1995). Resolving patient complaints: A step-by-step guide to effective service recovery. Gaithersburg, MD: Aspen.
   Google Scholar
• Nelson, P. (1970). Information and consumer behavior. Journal of Political Economy, 78(2), 311–329.
   Web of Science ®Google Scholar
• Pham, M. T., Cohen, J. B., Pracejus, J. W., & Hughes, G. D. (2001). Affect monitoring and the primacy of feelings in judgment. Journal of Consumer Research, 28(2), 167–188.
   Web of Science ®Google Scholar
• Richins, M. L. (1997). Measuring emotion in the consumption experience. Journal of Consumer Research, 24(2), 127–146.
   Web of Science ®Google Scholar
• Rundle-Thiele, S., & Russell-Bennett, R. (2010). Patient influences on satisfaction and loyalty for GP services. Health Marketing Quarterly, 27(2), 195–214.
   PubMedGoogle Scholar
• Schwarz, N. (1990). Feelings as information: Informational and motivational functions of affective states. In T. Higgins & R. M. Sorrentino (Eds.), Handbook of motivation and cognition (2nd ed., pp. 527–561). Guilford, NY: John Wiley & Sons.
   Google Scholar
• Schwarz, N., & Clore, G. L. (1988). How do I feel about it? The information function of affective states. In K. Fiedler & J. Forgas (Eds.), Affect, cognition and social behavior (pp. 42–62). Toronto, Ontario, Canada: Hogrefe.
   Google Scholar
• Shaw, C. (2007). The DNA of customer experience: How emotions drive value. Basingstoke, England: Palgrave Macmillan.
   Google Scholar
• Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220.
   Web of Science ®Google Scholar
• Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16–35.
   Web of Science ®Google Scholar
• Tih, S., & Ennis, S. (2006). Cross-industry analysis of Internet retailers’ service performances. International Journal of Retail and Distribution Management, 34(4/5), 290–307.
   Google Scholar
• Trocchia, P. J., & Janda, S. (2003). How do consumers evaluate Internet retail service quality? Journal of Services Marketing, 17(3), 243–253.
   Google Scholar
• Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of Academy of Marketing Science, 25(2), 139–153.
   Web of Science ®Google Scholar
• Vinagre, M. H., & Neves, J. (2008). The influence of service quality and patients’ emotions on satisfaction. International Journal of Health Care Quality Assurance, 21(1), 87–103.
   PubMedGoogle Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
   Web of Science ®Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
   Web of Science ®Google Scholar