Int. J. Environ. Res. Public Health 2018, 15(1), 132; doi:10.3390/ijerph15010132
Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context
Department of Cultural Resources and Leisure Industries, National Taitung University, 369, Sec. 2, University Rd., Taitung 95092, Taiwan
Received: 30 November 2017 / Revised: 8 January 2018 / Accepted: 11 January 2018 / Published: 13 January 2018
(This article belongs to the Special Issue Quality of Patient-Centered Care)
Abstract
This study investigates the relationships among service encounter, service value, patient satisfaction, and word-of-mouth (WOM) intention from the viewpoint of interactive marketing. Data were collected using a questionnaire survey. A total of 372 questionnaires were obtained and 350 of these questionnaires were valid (94.09%), and a structural equation model was used to analyze the data. This study proposed seven hypotheses, and five of the seven hypotheses were supported. Service encounters indirectly affect their patient WOM through service value and satisfaction. Therefore, service value and satisfaction play a crucial mediating role in linking service encounters and WOM. This study determined WOM intentions in an outpatient service context and provides crucial business implications for teaching hospitals to enable them to improve their service quality and achieve a sustainable operation. View Full-TextKeywords:
service encounters; service value; satisfaction; word of mouth (WOM); sustainability medical services
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Hsu, L.-C. Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context. Int. J. Environ. Res. Public Health 2018, 15, 132.
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