Enabling a transformative service system by modeling quality dynamics

Abstract

The increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society. Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) -affective (value, satisfaction)-conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes. Enabling Service systems by Modeling Quality Dynamics AbstractThe increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society.Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) -affective (value, satisfaction)-conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes.

System Quality and Economic Sustainability of Nigerian Tourist Sites: A Leadership Challenge for Operations Managers

“…Sustainability Source: Researchers Conceptualization based on Dimensions Adapted from Akter et al (2016). Figure 1 shows that SysQ has four dimensions; with the arrowed lines showing the anticipated relationship between each of the dimensions of SysQ and the criterion variable ES.…”

“…System Quality (SysQ) has been described as a reflection of the service users' perceptions of the technicality of the communication level of a system (Akter, Wamba & D'Ambra, 2016;Delone, 2003). For the purpose of this study, it is taken to mean the system users' perceptions of the level of technicality of a service delivery system in the tourist site.…”

“…It reflects the ability of the system to deliver what it is intended to deliver; and consequently engender trust and confidence in the system's ability. The acknowledged dimensions comprise system reliability, system efficiency, system flexibility and system privacy (Akter et al, 2016;Delone, 2003;Nelson, Todd & Wixom, 2005;Parasuraman, Ziethaml and Berryl, 2005). System reliability is an indication of the extent to which the system is dependable over time (Delone, 2013;Parasuraman et al, 2005) in delivering what it had promised to deliver.…”

“…System efficiency specifies the extent to which the service system can be easily used (Parasuraman, et al, 2005). System flexibility is a measure of the extent to which the service system is adaptable to different user needs and changing service conditions (Akter et al, 2016;Delone, 2003;Nelson et al, 2005;Parasuraman et al, 2005). The last sub-dimension system privacy reflects the extent to which the service system protects the privacy of the patient's health information (Akter et al, 2016;Parasuraman et al, 2005); but has been adapted for this study to mean a reflection of the extent to which the service system provides some level of privacy of the tourist's identity or confidentiality to the user who so desires.…”

“…Several studies have linked SysQ to outcome measures like satisfaction (Al-Ababneh 2017; Akter et al, 2016;Kuo, Chou & Sun, 2011), customer loyalty (Al-Ababneh 2017; Haghkah, Ebrahimpuor, Hamid, & Abdul-Rasid, 2016), re-visit intention (Akter et al, 2016;Haghkhah et al, 2016;Perera & Vlosky, 2013;Shonk & Chelladurai, 2008;Zabkar, et al, 2010), operating performance / effectiveness (Andreassen et al, 2016;Chou, Kim, Tsai, Yeh & Son, 2017;Heskett, Sasser & Schlesinger, 1997), service delivery (Chinjavata, Lubbe, & Klopper, 2015), tourism development (Haghkhah et al, 2016) etc. Specifically, Haghkhah et al (2016) used their study which was based on service quality and the tourism industry to find that the quality of accommodation, accessibility, venue and their components have direct, positive and significant, relationships with tourists' satisfaction, their intent to return and eventually tourism development in a region.…”