The effects of service climate and servicescape on service convenience in the hospital
by Les Tien-Shang Lee, Khen Vichet
International Journal of Services and Standards (IJSS), Vol. 4, No. 4, 2008

Abstract: The understanding of the antecedents and consequences of service convenience are important for service providers. This study proposed that perceived service climate and servicescape have effects on service convenience which finally affect customer evaluation. Moreover, this study proposes that the organisational citizenship behaviour (OCB) of the providers have effects on the level of service convenience. The model was tested by using patients and nurses of Taiwan hospitals. The results indicated that perceived service climate and service-oriented OCB have significant effects on service convenience, while perceived servicescape affects insignificantly. Moreover, the results exhibit that service convenience has detrimental effect on service evaluation.

Online publication date: Fri, 22-Aug-2008

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