TY - JOUR
T1 - The Role of Affect in Consumer Evaluation of Health Care Services
AU - Ng, Sandy
AU - Russell-Bennett, Rebekah
N1 - Funding Information:
The authors would like to acknowledge the financial assistance for this study by National Seniors Productive Ageing Centre and the manuscript assistant of the Service Innovation Research Program at the Queensland University of Technology.
Publisher Copyright:
© 2015, Copyright © Taylor & Francis Group, LLC.
PY - 2015/1/2
Y1 - 2015/1/2
N2 - 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.
AB - 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.
KW - consumer affect
KW - general practitioners
KW - intentions
KW - satisfaction
KW - service performance
KW - value perceptions
UR - http://www.scopus.com/inward/record.url?scp=84924522159&partnerID=8YFLogxK
U2 - 10.1080/07359683.2015.1000708
DO - 10.1080/07359683.2015.1000708
M3 - Article
C2 - 25751317
AN - SCOPUS:84924522159
SN - 0735-9683
VL - 32
SP - 31
EP - 47
JO - Health Marketing Quarterly
JF - Health Marketing Quarterly
IS - 1
ER -