Service Failure and Consumers’ Satisfaction with the Healthcare Industry: Moderating Role of Recommendation
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2020-01-07
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This study explores the effects of service failure on different service attributes related to patients’ satisfaction (i.e., therapeutic effect and service attitude). We consider patients’ recommendation-seeking behavior and examine the moderating effects of recommendation before medical consultation and its differences between the online and offline word-of-mouth (WOM) recommendations. We collected over 3,000,000 reviews from a leading Chinese online health community to facilitate the empirical analysis. We use two ordinal logit models as bases and, find that service failure exerts a negative effect on patients’ both therapeutic effect satisfaction and service atti-tude satisfaction. Moreover, the effect of service fail-ure will be attenuated if patients seek recommenda-tions on doctors before consulting them. Moreover, the moderating effects of online WOM recommenda-tions is demonstrated to be lower than those of the offline ones. Our findings provide important perspectives for the literature and managerial suggestions for stakeholders.
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Data-Driven Smart Health in Asia Pacific, haodf.com, online health community, recommendation, satisfaction, service failure
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10 pages
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Proceedings of the 53rd Hawaii International Conference on System Sciences
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Attribution-NonCommercial-NoDerivatives 4.0 International
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