An Innovative Approach Examining the Asymmetrical and Nonlinear Relationship Between Attribute-Level Performance and Service Outcomes

This study introduces and tests an innovative approach for investigating the asymmetrical and nonlinear relationship between attribute-level performance and service outcomes. Such approach entails scale division, regression analysis and coefficient comparisons, and curve approximation. The analysis of a set of patient satisfaction survey data indicates: (1) the S-shaped value function suggested by the prospect theory cannot describe the relationships between patients’ likelihood to recommend the hospital (LTR) and perceived performances on all satisfaction-maintaining attributes; and (2) “Spiritual Care” is considered as “patient delight”, with continuous improvements on this attribute providing increasing marginal returns of LTR.



Citation:

Xiaomeng Fan, Sandra Liu, and Michael Zhu (2009) ,"An Innovative Approach Examining the Asymmetrical and Nonlinear Relationship Between Attribute-Level Performance and Service Outcomes", in NA - Advances in Consumer Research Volume 36, eds. Ann L. McGill and Sharon Shavitt, Duluth, MN : Association for Consumer Research, Pages: 569-570.

Authors

Xiaomeng Fan, Purdue University, USA
Sandra Liu, Purdue University, USA
Michael Zhu, Purdue University, USA



Volume

NA - Advances in Consumer Research Volume 36 | 2009



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