The Effect of Service Evaluations on Behavioral Intentions and Quality of Life
研究整合了服务质量与满意度对经济和社会结果的影响，基于医疗服务的随机样本验证，发现服务质量与满意度显著提升生活质量和行为意向，对服务管理和企业社会责任有启示。
Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is validated using two random samples involving intensive health services. The results indicate that service quality and service satisfaction significantly enhance quality of life and behavioral intentions, highlighting that customer service has social as well as economic outcomes. This is an important finding given the movement toward recognizing social and environmental outcomes, such as emphasized through triple bottom-line reporting. The findings have important implications for managing service processes, for improving the quality of life of customers, and for enhancing customers' behavioral intentions toward the organization.