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Enhancing service usage by improving access

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TitleInfo
Title
Enhancing service usage by improving access
SubTitle
essays on service marketing
Name (type = personal)
NamePart (type = family)
O'Connor
NamePart (type = given)
Genevieve Elizabeth
NamePart (type = date)
1975-
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Genevieve Elizabeth O'Connor
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author
Name (type = personal)
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Yeniyurt
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Sengun
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Sengun Yeniyurt
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Advisory Committee
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chair
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Henderson
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Geraldine
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Geraldine Henderson
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Advisory Committee
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internal member
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Ringler
NamePart (type = given)
Christine
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Christine Ringler
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Advisory Committee
Role
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internal member
Name (type = personal)
NamePart (type = family)
Wang
NamePart (type = given)
Lei
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Lei Wang
Affiliation
Advisory Committee
Role
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internal member
Name (type = personal)
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Estelami
NamePart (type = given)
Hooman
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Hooman Estelami
Affiliation
Advisory Committee
Role
RoleTerm (authority = RULIB)
outside member
Name (type = corporate)
NamePart
Rutgers University
Role
RoleTerm (authority = RULIB)
degree grantor
Name (type = corporate)
NamePart
Graduate School - Newark
Role
RoleTerm (authority = RULIB)
school
TypeOfResource
Text
Genre (authority = marcgt)
theses
OriginInfo
DateCreated (qualifier = exact)
2014
DateOther (qualifier = exact); (type = degree)
2014-10
CopyrightDate (encoding = w3cdtf)
2014
Place
PlaceTerm (type = code)
xx
Language
LanguageTerm (authority = ISO639-2b); (type = code)
eng
Abstract (type = abstract)
One of the most effective ways to improve access, and in turn service usage, is by reducing barriers to access and strengthening enablers to access. Drawing from social exchange theory, relationship marketing theory, service-dominant logic and behavioral model of health service utilization, I examine customer access in the context of health care. To explore this issue, I conduct two studies to examine the likelihood of customer-initiated missed service encounters and the likelihood of customer’s usage of preventive care services. In my first essay, I explore the following questions: How does a customer’s value of their relationship with a provider influence the likelihood of missed service encounters? How will incurring a service failure by a provider influence missed service encounters? How does the effect of loyalty to a provider influence the effect of service failures on future missed service encounters? Logistic regression results show that a customer’s met service history is critical to the success of customer-provider relationships and can have positive spillover effects to other relationships within the organization. Further, the results indicate that customer-provider relationships are reciprocal in nature. Provider-initiated service failures are found to weaken the value of the relationship between the customer and scheduled provider but can be buffered by a customer’s loyalty to their scheduled provider. In my second essay, I explore the following questions: How does a customer’s need for service, enabling factors and pre-disposing characteristics influence future preventive service usage? How do different groups of customer’s respond to the effect of enabling factors on future preventive service usage? Logistic regression results show that preventive service usage is influenced by the degree of need for a service, insurance coverage and type, and demographic variables. Of key interest are the findings that 1) the degree to which insurance coverage and type of coverage matters varies amongst different demographic cohorts, and 2) the type of insurance a customer carries influences the customer’s need for services. This research offers a novel account of the service encounter phenomenon and offers management frameworks to improve service usage. I conclude by offering theoretical and practical implications for marketers and public policy.
Subject (authority = RUETD)
Topic
Management
Subject (authority = ETD-LCSH)
Topic
Service industries--Marketing
Subject (authority = ETD-LCSH)
Topic
Preventive health services
Subject (authority = ETD-LCSH)
Topic
Consumer behavior
RelatedItem (type = host)
TitleInfo
Title
Rutgers University Electronic Theses and Dissertations
Identifier (type = RULIB)
ETD
Identifier
ETD_5769
PhysicalDescription
Form (authority = gmd)
electronic resource
InternetMediaType
application/pdf
InternetMediaType
text/xml
Extent
1 online resource (ix, 103 p. : ill.)
Note (type = degree)
Ph.D.
Note (type = bibliography)
Includes bibliographical references
Note (type = vita)
Includes vita
Note (type = statement of responsibility)
by Genevieve Elizabeth O’Connor
RelatedItem (type = host)
TitleInfo
Title
Graduate School - Newark Electronic Theses and Dissertations
Identifier (type = local)
rucore10002600001
Location
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NjNbRU
Identifier (type = doi)
doi:10.7282/T3G44RXJ
Genre (authority = ExL-Esploro)
ETD doctoral
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Rights

RightsDeclaration (ID = rulibRdec0006)
The author owns the copyright to this work.
RightsHolder (type = personal)
Name
FamilyName
O'Connor
GivenName
Genevieve
MiddleName
Elizabeth
Role
Copyright Holder
RightsEvent
Type
Permission or license
DateTime (encoding = w3cdtf); (qualifier = exact); (point = start)
2014-08-11 14:23:17
AssociatedEntity
Name
Genevieve O'Connor
Role
Copyright holder
Affiliation
Rutgers University. Graduate School - Newark
AssociatedObject
Type
License
Name
Author Agreement License
Detail
I hereby grant to the Rutgers University Libraries and to my school the non-exclusive right to archive, reproduce and distribute my thesis or dissertation, in whole or in part, and/or my abstract, in whole or in part, in and from an electronic format, subject to the release date subsequently stipulated in this submittal form and approved by my school. I represent and stipulate that the thesis or dissertation and its abstract are my original work, that they do not infringe or violate any rights of others, and that I make these grants as the sole owner of the rights to my thesis or dissertation and its abstract. I represent that I have obtained written permissions, when necessary, from the owner(s) of each third party copyrighted matter to be included in my thesis or dissertation and will supply copies of such upon request by my school. I acknowledge that RU ETD and my school will not distribute my thesis or dissertation or its abstract if, in their reasonable judgment, they believe all such rights have not been secured. I acknowledge that I retain ownership rights to the copyright of my work. I also retain the right to use all or part of this thesis or dissertation in future works, such as articles or books.
Copyright
Status
Copyright protected
Availability
Status
Open
Reason
Permission or license
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Technical

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ETD
OperatingSystem (VERSION = 5.1)
windows xp
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