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Enabling a transformative service system by modeling quality dynamics

Journal Article


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.

Authors


  •   Akter, Shahriar
  •   Fosso Wamba, Samuel (external author)
  •   D'Ambra, John (external author)

Publication Date


  • 2019

Citation


  • Akter, S., Fosso Wamba, S. & D'Ambra, J. (2019). Enabling a transformative service system by modeling quality dynamics. International Journal of Production Economics, 207 210-226.

Scopus Eid


  • 2-s2.0-84994744834

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/1016

Number Of Pages


  • 16

Start Page


  • 210

End Page


  • 226

Volume


  • 207

Place Of Publication


  • Netherlands

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.

Authors


  •   Akter, Shahriar
  •   Fosso Wamba, Samuel (external author)
  •   D'Ambra, John (external author)

Publication Date


  • 2019

Citation


  • Akter, S., Fosso Wamba, S. & D'Ambra, J. (2019). Enabling a transformative service system by modeling quality dynamics. International Journal of Production Economics, 207 210-226.

Scopus Eid


  • 2-s2.0-84994744834

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/1016

Number Of Pages


  • 16

Start Page


  • 210

End Page


  • 226

Volume


  • 207

Place Of Publication


  • Netherlands