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Experienced and potential medical tourists' service quality expectations.
Int J Health Care Qual Assur. 2013; 26(5):433-46.IJ

Abstract

PURPOSE

The paper's aim is to compare experienced and potential US medical tourists' foreign health service-quality expectations.

DESIGN/METHODOLOGY/APPROACH

Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann-Whitney U-tests were used to determine significant differences between experienced and potential US medical tourists' service-quality expectations.

FINDINGS

For all five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service-quality expectations than potential medical tourists for 11 individual SERVQUAL items.

PRACTICAL IMPLICATIONS

Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service-quality expectations at service delivery point and via external marketing communications.

ORIGINALITY/VALUE

Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post-consumption behavior. This study is the first to compare experienced and potential US medical tourist service-quality expectations. The study establishes a foundation for future service-quality expectations research in the rapidly growing medical tourism industry.

Authors+Show Affiliations

H-E-B School of Business and Administration, University of the Incarnate Word, San Antonio, Texas, USA. guiry@uiwtx.eduNo affiliation info availableNo affiliation info available

Pub Type(s)

Journal Article

Language

eng

PubMed ID

23905303

Citation

Guiry, Michael, et al. "Experienced and Potential Medical Tourists' Service Quality Expectations." International Journal of Health Care Quality Assurance, vol. 26, no. 5, 2013, pp. 433-46.
Guiry M, Scott JJ, Vequist DG. Experienced and potential medical tourists' service quality expectations. Int J Health Care Qual Assur. 2013;26(5):433-46.
Guiry, M., Scott, J. J., & Vequist, D. G. (2013). Experienced and potential medical tourists' service quality expectations. International Journal of Health Care Quality Assurance, 26(5), 433-46.
Guiry M, Scott JJ, Vequist DG. Experienced and Potential Medical Tourists' Service Quality Expectations. Int J Health Care Qual Assur. 2013;26(5):433-46. PubMed PMID: 23905303.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Experienced and potential medical tourists' service quality expectations. AU - Guiry,Michael, AU - Scott,Jeannie J, AU - Vequist,David G,4th PY - 2013/8/3/entrez PY - 2013/8/3/pubmed PY - 2013/9/5/medline SP - 433 EP - 46 JF - International journal of health care quality assurance JO - Int J Health Care Qual Assur VL - 26 IS - 5 N2 - PURPOSE: The paper's aim is to compare experienced and potential US medical tourists' foreign health service-quality expectations. DESIGN/METHODOLOGY/APPROACH: Data were collected via an online survey involving 1,588 US consumers engaging or expressing an interest in medical tourism. The sample included 219 experienced and 1,369 potential medical tourists. Respondents completed a SERVQUAL questionnaire. Mann-Whitney U-tests were used to determine significant differences between experienced and potential US medical tourists' service-quality expectations. FINDINGS: For all five service-quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) experienced medical tourists had significantly lower expectations than potential medical tourists. Experienced medical tourists also had significantly lower service-quality expectations than potential medical tourists for 11 individual SERVQUAL items. PRACTICAL IMPLICATIONS: Results suggest using experience level to segment medical tourists. The study also has implications for managing medical tourist service-quality expectations at service delivery point and via external marketing communications. ORIGINALITY/VALUE: Managing medical tourists' service quality expectations is important since expectations can significantly influence choice processes, their experience and post-consumption behavior. This study is the first to compare experienced and potential US medical tourist service-quality expectations. The study establishes a foundation for future service-quality expectations research in the rapidly growing medical tourism industry. SN - 0952-6862 UR - https://www.unboundmedicine.com/medline/citation/23905303/Experienced_and_potential_medical_tourists'_service_quality_expectations_ L2 - https://www.ingentaconnect.com/openurl?genre=article&issn=0952-6862&volume=26&issue=5&spage=433&aulast=Guiry DB - PRIME DP - Unbound Medicine ER -