Publication Details

Akter, S., Fosso Wamba, S. & D'Ambra, J. (2017). Enabling a transformative service system by modeling quality dynamics. International Journal of Production Economics, In Press 1-17.


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.

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