Role of customer participation behavior and doctor’s caring attitude as the base for dental service perception to contributing to competitive advantage
Keywords:
Participation, Perception, Value Co-CreationAbstract
A literature search using “ScienceDirect” and “Emerald” databases indicates a negligible emphasis of consumer-behavior-oriented research publications on the topics relating to dental clinic services, which prompts this research to examine into the integrative structure of perceptual, attitudinal, value-driven, and behavioral aspects of variables. A particular aim is established to contribute towards a more systemic framework that captures beyond the service quality aspects of the popularly targeted research theme in the extant literature. In particular, this research integrates and statistically tests the factors of customer participation behavior and the caring attitude of doctors as important value co-creation practices to influence dental services that also manifest the nature of values weightily able to influence satisfaction, advocacy, and loyalty. Ultimately, in terms of managerial implications, the findings of this study offer valuable insights for clinic administrators seeking to enhance their competitiveness in the provision of dental services. By understanding and leveraging the drivers of patient satisfaction and loyalty, administrators can develop targeted strategies to improve service delivery and provide positive patient experiences. Additionally, the study contributes to the existing body of knowledge in the field by advancing the theoretical understanding and providing empirical evidence to inform future research endeavors.
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