The role of affect in consumer evaluation of health care services

Ng, Sandy & Russell-Bennett, Rebekah (2015) The role of affect in consumer evaluation of health care services. Health Marketing Quarterly, 32(1), pp. 31-47.

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Health care services are typically consumed out of necessity, typically to recover from illness. While the consumption of health care services can be emotional given that consumers experience fear, hope, relief, and joy, surprisingly, there is little research on the role of consumer affect in health care consumption. We propose that consumer affect is a heuristic cue that drives evaluation of health care services. Drawing from cognitive appraisal theory and affect-as-information theory, this article tests a research model (N = 492) that investigates consumer affect resulting from service performance on subsequent service outcomes.

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ID Code: 82842
Item Type: Journal Article
Refereed: Yes
Keywords: Consumer Affect, Service Performance, General Practitioners, Satisfaction, Value Perceptions, Intentions
DOI: 10.1080/07359683.2015.1000708
ISSN: 0735-9683
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Measurement (150504)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Deposited On: 29 Mar 2015 23:20
Last Modified: 31 Mar 2015 02:24

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