The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context

Ye, Jun; Dong, Beibei; Lee, Ju‐Yeon

doi:10.1007/s11002-017-9429-2

Cited by 27 publications

(23 citation statements)

References 42 publications

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“…This result indicates that the widespread use of mobile phones facilitates economic development in Saudi Arabia, as micro and small enterprises play a significant role in driving the Saudi economy. These results are also supported by Eklof et al (2018), Islam et al (2018), Pooser and Browne (2018), and Ye et al (2017). The findings of this study provide strong evidence of ICT4D in Saudi Arabia.…”

Section: Discussionsupporting

confidence: 82%

“…The study confirmed that customer satisfaction and loyalty significantly and positively impacted banks' profitability. Other studies have reported similar results; for example, Ye, Dong, and Lee (2017) examined the healthcare sector in the United States, and Pooser and Browne (2018) studied the insurance industry in the United States. Thus, we proposed the following hypothesis:H11 Quality performance positively and significantly affects monetary performance.…”

Section: Literature Reviewmentioning

confidence: 56%

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How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

Alharthi

Islam²

2020

E J Info Sys Dev Countries

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The use of mobile phones for business purposes has revolutionized various sub‐sectors of the economy, including micro and small enterprises in both Saudi Arabia, the context of this study, and other countries. This study uncovers how the use of mobile phones has affected the performance of micro and small enterprises in both monetary and nonmonetary terms. Using a survey instrument, data were collected from 300 micro and small enterprise owners across Saudi Arabia and then analyzed using SmartPLS. Among the major findings, we suggest that no direct correlation exists between mobile phone usage and micro and small enterprises' monetary performance. However, mobile phones were found to have a significant influence on the nonmonetary performance of micro and small enterprises. This study contributes to the literature on technology adoption and economic performance by providing further evidence of the relationship between mobile phones and micro and small enterprises' performance. These findings can help micro and small enterprise owners, telecommunications companies, policymakers in related authorities (such as the Ministry of Communication and Information Technology and the Ministry of Commerce) and academics to make informed decisions. Conclusions and recommendations are drawn, and priorities are proposed for continuing research.

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Section: Discussionsupporting

confidence: 82%

Section: Literature Reviewmentioning

confidence: 56%

How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

Alharthi

Islam²

2020

E J Info Sys Dev Countries

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“…In the outcome stage of the AIDUA model, emotion toward AI services consequently increases consumers' willingness to use these services in future service encounters [6]. In addition, as a factor evaluating service quality in the SERVQUAL literature, empathy leads to positive service quality perception [21], thereby leading to several positive outcomes, such as increased profitability [48], sales performance [49,50], and service satisfaction [51,52]. Thus, we expected that consumers' behavioral intention toward the recommendation service would increase, as they perceive the recommendation service as empathetic.…”

Section: Behavioral Intentionsmentioning

confidence: 99%

AI Recommendation Service Acceptance: Assessing the Effects of Perceived Empathy and Need for Cognition

Yoon

Lee

2021

JTAER

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This study investigated the effect of perceived technology quality and personalization quality on behavioral intentions, mediated by perceived empathy in using an artificial intelligence (AI) recommendation service. The study was based on a theoretical model of artificial intelligent device use acceptance. We also tested the moderating effect of individuals’ need for cognition, influencing empathy. Data collection was conducted through an online survey using a nationally recognized consumer research panel service in Korea. The participants were asked to respond to their preferences and needs on sneakers; then, they randomly experienced the AI (versus human expert) recommendation service that offers a recommended product. A total of 200 data were analyzed using SPSS 21.0 for descriptive statistics, reliability analysis, and PROCESS analysis, and AMOS 21.0 for confirmatory factor analysis and structural equation modeling (SEM). Results revealed that, compared with the human (expert) recommendation service, the AI recommendation service increased perceived technology quality, which increased personalization quality. Technology and personalization quality had a positive influence on behavioral intentions, mediated by perceived empathy. In addition, when individuals had a high level of need for cognition, the effect of personalization quality on empathy was stronger. However, individuals with a low level of need for cognition perceived greater empathy, as technology quality increased. The findings of the current study improve understanding of how consumers accept AI technology-driven services in the online shopping context.

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“…Oliver (2015) sugere que, sobretudo em situações desafiadoras de negócios, as empresas deveriam focar na melhoria da satisfação e qualidade de seus serviços, o que impulsionaria as atitudes de recompra, recomendação e, consequentemente, os próprios resultados financeiros das empresas. A relação positiva entre os construtos qualidade percebida e atitudes do consumidor, como satisfação, lealdade, intenção de recomendação, e destes com o desempenho financeiro das empresas é reconhecida por diversos estudos em distintas áreas da indústria e de serviços (SORESCU; SORESCU, 2016;YE;DONG;LEE, 2017) Estudos relacionados aos serviços educacionais também apontam relevância da gestão de qualidade para IES privadas (MANATOS; SARRICO; ROSA, 2017; PEIXOTO; AGUIAR, 2018) e necessidade da busca de melhorias nesta área para incrementar a qualidade percebida e demais construtos relevantes de consumo, como satisfação, intenção de recompra, recomendação, entre outros (PEDRO; MENDES; LOURENÇO, 2018;GUIMARÃES et al, TEEROOVENGADUM et al, 2019). Adicionalmente, requisitos operacionais e regulatórios do próprio setor obrigam, por meio de avaliações de órgãos oficiais, como INEP, a obtenção de índices mínimos de qualidade nos serviços.…”

Section: Introductionunclassified

Qualidade percebida por alunos de instituições de ensino superior: efeitos do tamanho da turma, gênero e tempo de experiência do aluno

Peixoto

Ferreira

2021

R. Gestão Univ. Amer. Lat. GUAL

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Objetiva-se investigar relações entre qualidade percebida no serviço educacional dos alunos de graduação presencial privada com: tamanho da turma, gênero e tempo de experiência de uso do serviço. Realizou-se pesquisa do tipo survey, de natureza quantitativa e caráter descritivo. A escala SERVPERF foi adaptada para mensurar as variáveis propostas sobre amostra de 1.379 estudantes de três instituições de ensino superior (IES) privadas brasileiras. Resultados do teste Mann-Whitney U indicaram relações negativas significativas entre qualidade percebida e tamanho da turma. As percepções de qualidade dos alunos veteranos também apresentaram resultados significativamente inferiores às percepções dos calouros. Por outro lado, apesar das médias do grupo feminino serem superiores às do grupo masculino em todas dimensões pesquisadas, não foi encontrado resultado significativo entre qualidade percebida e gênero, de forma geral. Devido às lacunas em pesquisas com as variáveis avaliadas, os achados contribuem para debate acadêmico, sobretudo acerca do comportamento do consumidor. Adicionalmente, discutem-se sugestões relevantes para tomadas de decisões gerenciais das IES que buscam melhorias operacionais e financeiras e se encontram pressionadas por tendências mercadológicas, incluindo aumento de alunos por sala de aula e consequente risco de deterioração da qualidade percebida de seus serviços.

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The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context

Cited by 27 publications

References 42 publications

How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

How can mobile phone usage affect micro and small enterprises' performance in Saudi Arabia?

AI Recommendation Service Acceptance: Assessing the Effects of Perceived Empathy and Need for Cognition

Qualidade percebida por alunos de instituições de ensino superior: efeitos do tamanho da turma, gênero e tempo de experiência do aluno

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