This study examines the extent to which service process, service outcome and purpose influence patient evaluative judgments regarding a visit to a general practitioner.
Scenarios with manipulation of outcome, process and purpose were used to investigate relationships between aforementioned variables and service quality, satisfaction and behavioral intentions regarding switching and positive word-of-mouth.
The results of an experimental design suggest that a favorable process increases the likelihood of a positive evaluation of the service encounter by patients.
However, it appears that the effect of a favorable process is more positive in the case of a favorable outcome than in the case of an unfavorable outcome.
Furthermore, in case of a visit aimed at tangible aspects of the medical service, service outcome has a stronger impact on patient evaluations, whereas in the case of a visit aimed at intangible aspects, service process has a stronger impact on patient evaluations.
Finally, additional analyses revealed that the manipulated variables of outcome, process and purpose only have a direct impact on service quality and not on satisfaction and behavioral intentions.
Mots-clés Pascal : Evaluation, Service santé, Médecine générale, Malade, Consultation, Qualité service, Satisfaction, Homme
Mots-clés Pascal anglais : Evaluation, Health service, Internal medicine, Patient, Consultation, Service quality, Satisfaction, Human
Notice produite par :
Inist-CNRS - Institut de l'Information Scientifique et Technique
Cote : 98-0533493
Code Inist : 002A26N06. Création : 23/03/1999.