The impact of health-care service guarantees on consumer decision-making: an experimental investigation.
While examples of the successful use of service guarantees in health-care do exist, to-date, researchers have yet to examine this industry-specific application beyond a case study perspective. The results of this experiment begin to shed light on whether or not guarantees should be used, and if so, under what conditions are they appropriate. Respondents indicate that the thoughtful use of service guarantees can positively impact their perceptions of the health-care provider's reputation and, ultimately, their behavioral intentions towards the same provider. However, consideration must be given to the type of guarantee being offered and to whom the guarantee is targeted.
Department of Marketing and Logistics, University of New Orleans, New Orleans, Louisiana 70148, USA. pkennett@uno.edu
Pamela A
PA
Kennett-Hensel
Kyeong Sam
KS
Min
Jeff W
JW
Totten
D000293:Adolescent; D000328:Adult; D003657:Decision Making; D004636:Emergency Service, Hospital / Q000706:statistics & numerical data; D005260:Female; D015438:Health Behavior; D006296:Health Services / Q000706:statistics & numerical data*; D006801:Humans; D033182:Intention; D008297:Male; D008389:Marketing of Health Services / Q000458:organization & administration*; D008875:Middle Aged; D009042:Motivation; D017060:Patient Satisfaction; D012959:Socioeconomic Factors; D014850:Waiting Lists; D055815:Young Adult