The Effect of Service Evaluations on Behavioral Intentions and Quality-of-Life

Tracey Dagger, University of Queensland
Jill C. Sweeney, University of Western Australia

Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a model that integrates the impact of service quality and satisfaction on both economic and societal outcomes. The model is validated using two random samples (n=778, n=340) involving intensive health services. The results indicate that technical and functional service quality influence service satisfaction, and that these constructs, in turn, have a significant impact on behavioral intentions. Importantly, technical and functional service quality, and service satisfaction have a significant influence on the quality-of-life perceptions of customers. These are important findings given the movement towards recognising social and environmental outcomes, such as emphasised through triple bottom line reporting. The findings have important implications for improving the quality-of-life of customers and for enhancing customers’ behavioral intentions towards the organization.


* Dagger, T. and Sweeney, J. (2006), “The Effect of Service Evaluations on Behavioural Intentions and Quality-of-Life”, Journal of Service Research, 9 (1), 2-19.