The effects of medical service attributes on the well-being of pregnant customers

Abstract

Based on spillover theory, in this study examined the impacts of physician concern, staff concern, convenience of the care process, and tangible attributes on hedonic and eudaimonic well-being of pregnant customers. The sample comprised 190 pregnant customers who used medical services. An online survey was distributed to customers via a survey company. Partial least squares structural equation modeling analysis was used to examine relationships between variables. Our results demonstrate how staff concern and convenience of the care process determine customer experiences and evaluations. Customer satisfaction has positive direct and indirect effects on both their hedonic and eudaimonic well-being. The findings of this study can be used by medical service providers to design services to improve the satisfaction of pregnant customers. This study contributes to the existing service literature by examining the relationship between medical service attributes and pregnant customers’ well-being.