The Conceptual Domain of Service Quality for Inpatient Nursing Services

The Conceptual Domain of Service Quality for Inpatient Nursing Services This exploratory study examines the conceptual domain of service quality for inpatient nursing services. The findings suggest that the prevailing conceptual definition of service quality, as articulated by Parasuraman, Zeithaml, and Berry (1985, 1988) , does not accurately describe service quality for the customers of inpatient nursing services. A definition of inpatient nursing service quality is provided, and an instrument based on that definition, the Inpatient Nursing Service Quality Scale, is presented. The instrument's construct validity, nomological validity, and reliability are examined, and the findings are favorable. The results of the study reveal that service quality perceptions for hospital inpatients consist of five dimensions: compassion, uncertainty reduction, reliability, close relationships , and individualized care. The dimensions are significant predictors of several outcomes, including global perceptions of service quality, willingness to recommend, and repurchase intentions. It is argued that industry-specific qualitative research should be conducted before using generic service quality measurement tools or instruments developed in other industries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

The Conceptual Domain of Service Quality for Inpatient Nursing Services

Journal of Business Research, Volume 48 (3) – Jun 1, 2000

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Publisher
Elsevier
Copyright
Copyright © 2000 Elsevier Science Inc.
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/S0148-2963(98)00092-7
Publisher site
See Article on Publisher Site

Abstract

This exploratory study examines the conceptual domain of service quality for inpatient nursing services. The findings suggest that the prevailing conceptual definition of service quality, as articulated by Parasuraman, Zeithaml, and Berry (1985, 1988) , does not accurately describe service quality for the customers of inpatient nursing services. A definition of inpatient nursing service quality is provided, and an instrument based on that definition, the Inpatient Nursing Service Quality Scale, is presented. The instrument's construct validity, nomological validity, and reliability are examined, and the findings are favorable. The results of the study reveal that service quality perceptions for hospital inpatients consist of five dimensions: compassion, uncertainty reduction, reliability, close relationships , and individualized care. The dimensions are significant predictors of several outcomes, including global perceptions of service quality, willingness to recommend, and repurchase intentions. It is argued that industry-specific qualitative research should be conducted before using generic service quality measurement tools or instruments developed in other industries.

Journal

Journal of Business ResearchElsevier

Published: Jun 1, 2000

References

  • Social Support in the Service Sector
    Adelman, M.B.; Ahuvia, A.
  • Relationship Marketing
    Berry, L.L.
  • Improving the Measurement of Service Quality
    Brown, T.J.; Churchill, G.A.J.; Peter, J.P.
  • Developing Buyer–Seller Relationships
    Dwyer, F.R.; Schurr, P.H.; Oh, S.
  • Attributional Influences on Consumers' Desires To Communicate about Products
    Folkes, V.S.
  • Caring for the Caregivers
    Kahn, W.A.
  • The Role of Employee Effort in Satisfaction with Service Transactions
    Mohr, L.A.; Bitner, M.J.
  • Attribution, Emotion, and Action
    Weiner, B.
  • Delivering Quality Service
    Zeithaml, V.; Parasuraman, A.; Berry, L.

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