Miles M. Yang

How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions

Purpose – The existence and form of interaction effects between service quality and satisfaction are still uncertain. The main purpose of this study is to examine whether satisfaction moderates the relationship between service quality and behavioral intentions.Design/methodology/approach – A structured questionnaire was distributed to the out‐patients of 12 regional hospitals (the middle level) in Taiwan.Findings – The findings show that the forms of moderators played by satisfaction are not always the same under different dimensions of service quality (i.e. reliability, responsiveness, assurance, and empathy). Satisfaction positively moderates the influence of reliability/empathy on behavioral intentions, but negatively moderates the relationships between responsiveness/assurance and behavioral intentions.Originality/value – This study reveals the moderating role of satisfaction in the translation from service quality to behavioral intentions in health care services. Moreover, the natures of the moderati...

How and when service quality and satisfaction simultaneously influence purchase intentions

Th e purpose of this study is to examine how and when service quality and satisfaction simultaneously influence purchase intentions. The study tries to explore and clarify the relationship between service quality and satisfaction, and to examine whether satisfaction simultaneously moderates and mediates the relationship between perceived service quality and purchase intentions. A field survey was conducted for the outpatients of 12 regional hospitals in Taiwan. The findings show that the effects of different dimensions of service quality on purchase intentions are not equal across satisfied and unsatisfied patients. This study provides empirical evidence that show how the dual roles of the moderator and mediator manipulated together by satisfaction, work to affect purchase intentions in hospital settings. In addition, the relationships between service quality and satisfaction are also clarified.

Technological innovation in the maritime industry: The case of remote pilotage and enhanced navigational assistance

Advances in technological innovation have been deployed to support autonomous or semi-autonomous vehicles in many industries. A question that remains unanswered is why very little progress has been made in remote pilotage over the past 15 years. This paper draws together theories from innovation management and the high reliability organisation literatures to shed light on this question. Using a case study of two Australian ports, we examine a business case for remote pilotage demonstrating that despite positive cost benefit models, ambiguities in benefits exist throughout the ecosystem. The discussion sheds light on unique challenges that port executives face where it is necessary to simultaneously develop a strategy to: (1) manage the internal innovation process, and (2) manage the external consequences of the innovation by mobilising allies, managing opponents, and converting those who are indifferent to the innovation. The main contribution of this paper is to show that any assessment of the innovation challenge facing remote pilotage and enhanced navigational assistance requires the maritime industry to ask new questions not previously considered.

Customer identification in the healthcare industry

This study investigates the key antecedents and mechanisms that influence customer identification in healthcare contexts, based on two studies from different stakeholders: healthcare workers and patients (customers) of healthcare organisations. The first study (N = 788) explored a positive relationship between a hospitals service tangibility and service reliability. The second (N = 657) affirmed and expanded this finding, and revealed that the service reliability of a hospital was positively related to customer identification with the hospital. This service reliability further mediated the positive relationship between service tangibility and customer identification. Our results highlight the role of service tangibility and reliability in enhancing customer identification in healthcare contexts. Implications for theory and practice are discussed.