 Enabling a transformative service system by modeling quality dynamicsShahriar Akter, Samuel Fosso Wamba () and D’Ambra, John International Journal of Production Economics, 2019, vol. 207, issue C, 210-226 Abstract: The increasing importance of service systems in the global economy prompts researchers to focus on quality to measure the critical interaction between human behavior, IT and society. Building on service-dominant logic and sociomaterialism, this study develops and validates a quality model and measures its overall impact on individual (value, satisfaction), organizational (i.e., continuance intentions) and social (e.g., quality of life) outcomes in the context of a transformative health service system in Bangladesh. The conceptual model is rooted in the traditional cognition (service quality) – affective (value, satisfaction)– conation (continuance, quality of life) chain but explicitly identifies three primary dimensions and nine sub-dimensions of quality. The study advances theory and practice in service systems quality research by focusing on individual, economic and social outcomes. Keywords: Quality; Value; Satisfaction; Continuance; Service Systems (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:proeco:v:207:y:2019:i:c:p:210-226 DOI: 10.1016/j.ijpe.2016.08.025 Access Statistics for this article International Journal of Production Economics is currently edited by Stefan Minner More articles in International Journal of Production Economics from Elsevier |
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