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Consumer expectation formation in he...

Russ, Kenneth Randall.

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Consumer expectation formation in health care services: A psycho-social model.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Consumer expectation formation in health care services: A psycho-social model./
Author:	Russ, Kenneth Randall.
Description:	159 p.
Notes:	Source: Dissertation Abstracts International, Volume: 67-12, Section: A, page: 4620.
Contained By:	Dissertation Abstracts International67-12A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3244990

Consumer expectation formation in health care services: A psycho-social model.
Russ, Kenneth Randall.

Consumer expectation formation in health care services: A psycho-social model. - 159 p.

Source: Dissertation Abstracts International, Volume: 67-12, Section: A, page: 4620.

Thesis (Ph.D.)--Louisiana State University and Agricultural & Mechanical College, 2006.

A psycho-social model of consumer expectation formation in a health care services context was developed and tested. A field study involving obstetrical patients (n=171) at a large women's specialty hospital in the southeast was conducted. Initial support for the structural model which posits that consumer expectations in health care services are multidimensional involving role, process, outcome, and service quality was found. Furthermore, the research identified that the uncertainty of a health service encounter may cause certain consumer segments to choose coping strategies and expectation processes based on their locus of control orientation from along a continuum ranging from "approach-active" to "avoidance-passive". High internal locus of control was associated with greater amounts of internal search, the formation of more accurate process expectations, and higher service quality expectations. External locus of control was associated with greater amounts of external information search with medical professionals (powerful others) and the formation of higher service quality expectations. The linkage of external locus of control to social support was not supported. However, social support was associated with higher levels of bolstering---an affect based coping strategy in which consumers minimize the risks of a chosen alternative and maximize the risks of non-chose health service alternative. Seventy percent of the variance in the model was explained by the structural model. The model provides a useful basis for segmentation in health care services to improve consumer satisfaction based on designing integrated marketing communications and service offerings which meet unique psycho-social needs and consumer expectations.Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Consumer expectation formation in health care services: A psycho-social model.
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100 1 $a Russ, Kenneth Randall. $3 1921995
245 1 0 $a Consumer expectation formation in health care services: A psycho-social model.
300 $a 159 p.
500 $a Source: Dissertation Abstracts International, Volume: 67-12, Section: A, page: 4620.
500 $a Adviser: Alvin C. Burns.
502 $a Thesis (Ph.D.)--Louisiana State University and Agricultural & Mechanical College, 2006.
520 $a A psycho-social model of consumer expectation formation in a health care services context was developed and tested. A field study involving obstetrical patients (n=171) at a large women's specialty hospital in the southeast was conducted. Initial support for the structural model which posits that consumer expectations in health care services are multidimensional involving role, process, outcome, and service quality was found. Furthermore, the research identified that the uncertainty of a health service encounter may cause certain consumer segments to choose coping strategies and expectation processes based on their locus of control orientation from along a continuum ranging from "approach-active" to "avoidance-passive". High internal locus of control was associated with greater amounts of internal search, the formation of more accurate process expectations, and higher service quality expectations. External locus of control was associated with greater amounts of external information search with medical professionals (powerful others) and the formation of higher service quality expectations. The linkage of external locus of control to social support was not supported. However, social support was associated with higher levels of bolstering---an affect based coping strategy in which consumers minimize the risks of a chosen alternative and maximize the risks of non-chose health service alternative. Seventy percent of the variance in the model was explained by the structural model. The model provides a useful basis for segmentation in health care services to improve consumer satisfaction based on designing integrated marketing communications and service offerings which meet unique psycho-social needs and consumer expectations.
590 $a School code: 0107.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Health Sciences, Obstetrics and Gynecology. $3 1020690
650 4 $a Health Sciences, Health Care Management. $3 1017922
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710 2 0 $a Louisiana State University and Agricultural & Mechanical College. $3 783779
773 0 $t Dissertation Abstracts International $g 67-12A.
790 1 0 $a Burns, Alvin C., $e advisor
790 $a 0107
791 $a Ph.D.
792 $a 2006
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