Title: The effects of service climate and servicescape on service convenience in the hospital

Authors: Les Tien-Shang Lee, Khen Vichet

Addresses: Department of International Trade, College of Business and Management, Kun Shan University, Taiwan, No. 949, Da Wan Rd., Yung Kang City, Tainan Hsien, 71003, Taiwan. ' Royal University of Phnom Penh, Russian Confederation Boulevard, Phnom Penh, P.O. Box 12156, Cambodia

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.

Keywords: service convenience; servicescape; service-oriented OCB; service climate; service standards; organisational citizenship behaviour; hospital services; Taiwan; service evaluation.

DOI: 10.1504/IJSS.2008.020057

International Journal of Services and Standards, 2008 Vol.4 No.4, pp.415 - 436

Published online: 22 Aug 2008 *

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