{"id":"https://openalex.org/W2002044112","doi":"https://doi.org/10.1016/j.ausmj.2014.08.010","title":"Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour","display_name":"Just What the Doctor Ordered? Investigating the Impact of Health Service Quality on Consumer Misbehaviour","publication_year":2014,"publication_date":"2014-08-01","ids":{"openalex":"https://openalex.org/W2002044112","doi":"https://doi.org/10.1016/j.ausmj.2014.08.010","mag":"2002044112"},"language":"en","primary_location":{"id":"doi:10.1016/j.ausmj.2014.08.010","doi":"https://doi.org/10.1016/j.ausmj.2014.08.010","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ausmj.2014.08.010","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://eprints.qut.edu.au/78676/1/78676.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5036223172","display_name":"Dominique A. Greer","orcid":"https://orcid.org/0000-0002-9375-7103","observed_orcids":["https://orcid.org/0000-0002-9375-7103"]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Dominique A. Greer","raw_affiliation_strings":["School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia","institution_ids":["https://openalex.org/I160993911"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5038246643","display_name":"Rebekah Russell\u2010Bennett","orcid":"https://orcid.org/0000-0002-9782-2427","observed_orcids":["https://orcid.org/0000-0002-9782-2427"]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Rebekah Russell-Bennett","raw_affiliation_strings":["School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia","institution_ids":["https://openalex.org/I160993911"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5033663105","display_name":"Alastair G. Tombs","orcid":"https://orcid.org/0000-0001-5730-3297","observed_orcids":["https://orcid.org/0000-0001-5730-3297"]},"institutions":[{"id":"https://openalex.org/I165143802","display_name":"The University of Queensland","ror":"https://ror.org/00rqy9422","country_code":"AU","type":"education","lineage":["https://openalex.org/I165143802"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Alastair Tombs","raw_affiliation_strings":["UQ Business School, Colin Clark Building, Blair Drive, St. Lucia, Queensland 4072, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UQ Business School, Colin Clark Building, Blair Drive, St. Lucia, Queensland 4072, Australia","institution_ids":["https://openalex.org/I165143802"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5064548599","display_name":"Judy C. Drennan","orcid":"https://orcid.org/0000-0001-7389-2415","observed_orcids":["https://orcid.org/0000-0001-7389-2415"]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Judy Drennan","raw_affiliation_strings":["School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Advertising, Marketing and Public Relations, QUT Business School, 2 George St, Brisbane, Queensland 4001, Australia","institution_ids":["https://openalex.org/I160993911"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5036223172"],"corresponding_institution_ids":["https://openalex.org/I160993911"],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":3.1695,"has_fulltext":true,"cited_by_count":15,"citation_normalized_percentile":{"value":0.92799367,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":97},"biblio":{"volume":"22","issue":"3","first_page":"257","last_page":"267"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9818999767303467,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9818999767303467,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11647","display_name":"Workplace Violence and Bullying","score":0.0071000000461936,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.004000000189989805,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/health-service-quality","display_name":"health service quality","score":0.9639999866485596},{"id":"https://openalex.org/keywords/verbal-abuse","display_name":"verbal abuse","score":0.8759999871253967},{"id":"https://openalex.org/keywords/refusal-to-participate","display_name":"refusal to participate","score":0.7630000114440918},{"id":"https://openalex.org/keywords/anger","display_name":"anger","score":0.7770000100135803},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.6169999837875366},{"id":"https://openalex.org/keywords/emotional-appraisal","display_name":"emotional appraisal","score":0.5440000295639038},{"id":"https://openalex.org/keywords/cognitive-appraisal","display_name":"cognitive appraisal","score":0.8299999833106995},{"id":"https://openalex.org/keywords/healthcare-consumers","display_name":"health care consumers","score":0.3619999885559082}],"concepts":[{"id":"https://openalex.org/C27502469","wikidata":"https://www.wikidata.org/wiki/Q906343","display_name":"Dysfunctional family","level":2,"score":0.6825599074363708},{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.6354838013648987},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5850902795791626},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5830846428871155},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5221015214920044},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4935191869735718},{"id":"https://openalex.org/C2780417328","wikidata":"https://www.wikidata.org/wiki/Q3138174","display_name":"Verbal abuse","level":4,"score":0.4820355176925659},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4593404531478882},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.44372496008872986},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40960612893104553},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.40156885981559753},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4009303152561188},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3357055187225342},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.2876984477043152},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.2690128982067108},{"id":"https://openalex.org/C3017944768","wikidata":"https://www.wikidata.org/wiki/Q1450463","display_name":"Poison control","level":2,"score":0.19347023963928223},{"id":"https://openalex.org/C526869908","wikidata":"https://www.wikidata.org/wiki/Q3298118","display_name":"Suicide prevention","level":3,"score":0.18965399265289307},{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.09067952632904053},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1016/j.ausmj.2014.08.010","doi":"https://doi.org/10.1016/j.ausmj.2014.08.010","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.ausmj.2014.08.010","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","raw_type":"journal-article"},{"id":"pmh:oai:eprints.qut.edu.au:78676","doi":null,"is_oa":true,"landing_page_url":"https://eprints.qut.edu.au/78676/1/78676.pdf","pdf_url":"https://eprints.qut.edu.au/78676/1/78676.pdf","source":{"id":"https://openalex.org/S4306402607","display_name":"QUT ePrints (Queensland University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I160993911","host_organization_name":"Queensland University of Technology","host_organization_lineage":["https://openalex.org/I160993911"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Australasian Marketing Journal","raw_type":"Contribution to Journal"},{"id":"pmh:oai:RePEc:eee:aumajo:v:22:y:2014:i:3:p:257-267","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S1441358214000470","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:eprints.qut.edu.au:78676","doi":null,"is_oa":true,"landing_page_url":"https://eprints.qut.edu.au/78676/1/78676.pdf","pdf_url":"https://eprints.qut.edu.au/78676/1/78676.pdf","source":{"id":"https://openalex.org/S4306402607","display_name":"QUT ePrints (Queensland University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I160993911","host_organization_name":"Queensland University of Technology","host_organization_lineage":["https://openalex.org/I160993911"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Australasian Marketing Journal","raw_type":"Contribution to Journal"},"sustainable_development_goals":[{"score":0.5683000087738037,"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2002044112.pdf","grobid_xml":"https://content.openalex.org/works/W2002044112.grobid-xml"},"referenced_works_count":80,"referenced_works":["https://openalex.org/W62824994","https://openalex.org/W134929735","https://openalex.org/W166751256","https://openalex.org/W386986494","https://openalex.org/W1482830382","https://openalex.org/W1534393707","https://openalex.org/W1556715623","https://openalex.org/W1556866479","https://openalex.org/W1562377822","https://openalex.org/W1569470183","https://openalex.org/W1963688740","https://openalex.org/W1964561824","https://openalex.org/W1971410477","https://openalex.org/W1975280925","https://openalex.org/W1977161855","https://openalex.org/W1978182232","https://openalex.org/W1981537149","https://openalex.org/W1982735577","https://openalex.org/W1984896831","https://openalex.org/W1988487435","https://openalex.org/W1999403088","https://openalex.org/W2010243307","https://openalex.org/W2014723826","https://openalex.org/W2016723315","https://openalex.org/W2023947437","https://openalex.org/W2028809046","https://openalex.org/W2029125978","https://openalex.org/W2029311339","https://openalex.org/W2030663252","https://openalex.org/W2036678259","https://openalex.org/W2037114169","https://openalex.org/W2037710531","https://openalex.org/W2040407388","https://openalex.org/W2044602170","https://openalex.org/W2050547794","https://openalex.org/W2056660754","https://openalex.org/W2059572700","https://openalex.org/W2067718403","https://openalex.org/W2070958967","https://openalex.org/W2070979498","https://openalex.org/W2071782703","https://openalex.org/W2078782279","https://openalex.org/W2085123588","https://openalex.org/W2093416055","https://openalex.org/W2096386363","https://openalex.org/W2096679890","https://openalex.org/W2098855949","https://openalex.org/W2102680812","https://openalex.org/W2106096361","https://openalex.org/W2113800396","https://openalex.org/W2114023511","https://openalex.org/W2122912498","https://openalex.org/W2126840412","https://openalex.org/W2127815831","https://openalex.org/W2134591614","https://openalex.org/W2135173663","https://openalex.org/W2135526934","https://openalex.org/W2136513607","https://openalex.org/W2136838186","https://openalex.org/W2141174955","https://openalex.org/W2145520874","https://openalex.org/W2146385426","https://openalex.org/W2150238850","https://openalex.org/W2152715164","https://openalex.org/W2155046100","https://openalex.org/W2164309533","https://openalex.org/W2164385948","https://openalex.org/W2167203324","https://openalex.org/W2168825990","https://openalex.org/W2309499903","https://openalex.org/W2313319791","https://openalex.org/W2327975117","https://openalex.org/W2334658549","https://openalex.org/W2413277033","https://openalex.org/W2590571914","https://openalex.org/W2954627247","https://openalex.org/W3015634246","https://openalex.org/W3121977573","https://openalex.org/W4210273657","https://openalex.org/W4242846573"],"related_works":["https://openalex.org/W134929735","https://openalex.org/W3017290499","https://openalex.org/W3017200290","https://openalex.org/W2330373126","https://openalex.org/W2801436225","https://openalex.org/W2009262213","https://openalex.org/W2045209804","https://openalex.org/W2992741395","https://openalex.org/W3155956337","https://openalex.org/W2890584461"],"abstract_inverted_index":{"The":[0,96],"growth":[1],"in":[2,9,20,115],"demand":[3],"and":[4,28,39,60,73,91],"expenditure":[5],"currently":[6],"being":[7],"experienced":[8],"the":[10,116,121,125],"Australian":[11],"health":[12,33],"sector":[13],"is":[14],"also":[15],"accompanied":[16],"by":[17],"a":[18,80],"rise":[19],"dysfunctional":[21],"customer":[22],"behaviour,":[23],"such":[24],"as":[25],"verbal":[26,74],"abuse":[27,120],"physical":[29],"violence,":[30],"perpetrated":[31],"against":[32],"service":[34,37,56,102,117,122],"providers.":[35],"While":[36],"failure":[38],"poor":[40],"recovery":[41],"are":[42],"known":[43],"to":[44,71,113],"trigger":[45,64],"consumer":[46],"misbehaviour,":[47],"this":[48],"study":[49],"investigates":[50],"whether":[51,110],"lower":[52],"than":[53],"expected":[54],"perceived":[55],"quality":[57,104],"generates":[58],"cognitive":[59],"emotional":[61],"appraisals":[62],"that":[63,99],"two":[65],"common":[66],"forms":[67],"of":[68,101,128],"misbehaviour:":[69],"refusal":[70],"participate":[72,114],"abuse.":[75],"Data":[76],"were":[77],"collected":[78],"using":[79,93],"2":[81,83],"\u00d7":[82],"between-subjects":[84],"experiment":[85],"administered":[86],"via":[87],"online":[88],"written":[89],"survey":[90],"analysed":[92],"path":[94],"modelling.":[95],"findings":[97],"indicate":[98],"perceptions":[100],"encounter":[103],"have":[105],"an":[106],"indirect":[107],"effect":[108,127],"on":[109],"consumers":[111],"refuse":[112],"and/or":[118],"verbally":[119],"provider":[123],"through":[124],"mediating":[126],"anger.":[129]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}