Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour

Greer, Dominique, Russell-Bennett, Rebekah, Tombs, Alastair, & Drennan, Judy (2014) Just what the doctor ordered? Investigating the impact of health service quality on consumer misbehaviour. Australasian Marketing Journal, 22(3), pp. 257-267.

[img] Accepted Version (PDF 402kB)
Administrators only until August 2017 | Request a copy from author

View at publisher


The growth in demand and expenditure currently being experienced in the Australian health sector is also accompanied by a rise in dysfunctional customer behaviour, such as verbal abuse and physical violence, perpetrated against health service providers. While service failure and poor recovery are known to trigger consumer misbehaviour, this study investigates whether lower than expected perceived service quality generates cognitive and emotional appraisals that trigger two common forms of misbehaviour: refusal to participate and verbal abuse. Data were collected using a 2 × 2 between-subjects experiment administered via online written survey and analysed using path modelling. The findings indicate that perceptions of service encounter quality have an indirect effect on whether consumers refuse to participate in the service and/or verbally abuse the service provider through the mediating effect of anger.

Impact and interest:

0 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 78676
Item Type: Journal Article
Refereed: Yes
Keywords: Consumer Misbehaviour, Service Quality, Anger, Perceived Justice, Health Care
DOI: 10.1016/j.ausmj.2014.08.010
ISSN: 1441-3582
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2014 Australian and New Zealand Marketing Academy
Copyright Statement: This is the author’s version of a work that was accepted for publication in Australasian Marketing Journal. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Australasian Marketing Journal, [VOL 22, ISSUE 3, (2014)] DOI: 10.1016/j.ausmj.2014.08.010
Deposited On: 17 Nov 2014 00:04
Last Modified: 26 Feb 2015 17:56

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page