The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services
The purpose of this study is to examine the impact of consumers’ service encounter expectations on their service encounter perceptions in healthcare service (especially in cosmetic surgeries). PAKSERV scale was used for measuring service encounter expectation and perception. CFA analysis was conduct...
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| Format: | Article |
| Language: | fas |
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Yazd University
2018-08-01
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| Series: | کاوشهای مدیریت بازرگانی |
| Subjects: | |
| Online Access: | http://bar.yazd.ac.ir/article_1148_0c6b597a6615aad451340017d1b91fdc.pdf |
| _version_ | 1797814861480067072 |
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| author | Mohamad Mehdi Maleki Masoud Karami Mohammad Haghighi |
| author_facet | Mohamad Mehdi Maleki Masoud Karami Mohammad Haghighi |
| author_sort | Mohamad Mehdi Maleki |
| collection | DOAJ |
| description | The purpose of this study is to examine the impact of consumers’ service encounter expectations on their service encounter perceptions in healthcare service (especially in cosmetic surgeries). PAKSERV scale was used for measuring service encounter expectation and perception. CFA analysis was conducted to test and validate the dimensions of PAKSERV scale. The data were gathered from more than 200 health clinics in Tehran city. All the respondents were consumers of cosmetic surgeries in these clinics. Finally, all the analyses were conducted by using 317 questionnaires. A confirmatory factor analysis successfully confirmed all the dimensions of PAKSERV scale. The results show that consumers’ expectations have a considerable impact on their perceptions in service encounters. It is also revealed that consumers’ perceptions from services are much lower than their expectations, and that they experience low-quality services which may cause dissatisfaction from healthcare services. Tangibility, reliability and assurance are the key issues that they expect, which have not been met successfully in cosmetic services. Furthermore, it should be noted that for providing high-quality services and achieving customers’ satisfaction, healthcare services (i.e. cosmetic clinics) should consider costumers’ expectations with respect to the aforementioned criteria. |
| first_indexed | 2024-03-13T08:14:00Z |
| format | Article |
| id | doaj.art-e0e580aac56d43cb8c6ce3abbdd944e9 |
| institution | Directory Open Access Journal |
| issn | 2645-386X 2645-3878 |
| language | fas |
| last_indexed | 2024-03-13T08:14:00Z |
| publishDate | 2018-08-01 |
| publisher | Yazd University |
| record_format | Article |
| series | کاوشهای مدیریت بازرگانی |
| spelling | doaj.art-e0e580aac56d43cb8c6ce3abbdd944e92023-05-31T20:03:52ZfasYazd Universityکاوشهای مدیریت بازرگانی2645-386X2645-38782018-08-0110191431681148The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare ServicesMohamad Mehdi Maleki0Masoud Karami1Mohammad Haghighi2Ph.D Candidate in Strategic Management, Faculty of Management, Shahid Beheshti University, Tehran, IranPh.D. Marketing Management, Faculty of Management, University of Tehran, Tehran, IranAssociate Professor, Faculty of Management, University of Tehran, Tehran, IranThe purpose of this study is to examine the impact of consumers’ service encounter expectations on their service encounter perceptions in healthcare service (especially in cosmetic surgeries). PAKSERV scale was used for measuring service encounter expectation and perception. CFA analysis was conducted to test and validate the dimensions of PAKSERV scale. The data were gathered from more than 200 health clinics in Tehran city. All the respondents were consumers of cosmetic surgeries in these clinics. Finally, all the analyses were conducted by using 317 questionnaires. A confirmatory factor analysis successfully confirmed all the dimensions of PAKSERV scale. The results show that consumers’ expectations have a considerable impact on their perceptions in service encounters. It is also revealed that consumers’ perceptions from services are much lower than their expectations, and that they experience low-quality services which may cause dissatisfaction from healthcare services. Tangibility, reliability and assurance are the key issues that they expect, which have not been met successfully in cosmetic services. Furthermore, it should be noted that for providing high-quality services and achieving customers’ satisfaction, healthcare services (i.e. cosmetic clinics) should consider costumers’ expectations with respect to the aforementioned criteria.http://bar.yazd.ac.ir/article_1148_0c6b597a6615aad451340017d1b91fdc.pdfservice encounterexpectationperceptionhealth care |
| spellingShingle | Mohamad Mehdi Maleki Masoud Karami Mohammad Haghighi The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services کاوشهای مدیریت بازرگانی service encounter expectation perception health care |
| title | The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services |
| title_full | The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services |
| title_fullStr | The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services |
| title_full_unstemmed | The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services |
| title_short | The Impact of Consumers’ Service Encounter Expectation on Their Service Encounter Perception in Healthcare Services |
| title_sort | impact of consumers service encounter expectation on their service encounter perception in healthcare services |
| topic | service encounter expectation perception health care |
| url | http://bar.yazd.ac.ir/article_1148_0c6b597a6615aad451340017d1b91fdc.pdf |
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