{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,10,30]],"date-time":"2024-10-30T21:45:30Z","timestamp":1730324730184,"version":"3.28.0"},"publisher-location":"New York, NY, USA","reference-count":44,"publisher":"ACM","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2021,8,27]]},"DOI":"10.1145\/3485190.3485222","type":"proceedings-article","created":{"date-parts":[[2021,12,2]],"date-time":"2021-12-02T13:25:09Z","timestamp":1638451509000},"page":"202-208","source":"Crossref","is-referenced-by-count":0,"title":["Service Quality, Customer Satisfaction and Behavioral Intention in Shanghai Hospital Choice during the COVID-19 Pandemic"],"prefix":"10.1145","author":[{"given":"Yuan-Jen","family":"Lee","sequence":"first","affiliation":[{"name":"Shanghai American School-Pudong Campus, China"}]}],"member":"320","published-online":{"date-parts":[[2021,12,2]]},"reference":[{"volume-title":"The definition of quality and approaches to its assessment. Explorations in quality assessment and monitoring","year":"1980","author":"Donabedian A.","key":"e_1_3_2_1_1_1"},{"volume-title":"Health Systems in Transitions","author":"Meng Q.Y","key":"e_1_3_2_1_2_1"},{"key":"e_1_3_2_1_3_1","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(94)90013-2"},{"key":"e_1_3_2_1_4_1","doi-asserted-by":"publisher","DOI":"10.2307\/3348969"},{"key":"e_1_3_2_1_5_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJHCQA-11-2012-0119"},{"key":"e_1_3_2_1_6_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0160-7383(99)00108-5"},{"key":"e_1_3_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJQRM-02-2017-0031"},{"issue":"1","key":"e_1_3_2_1_8_1","first-page":"1","article-title":"Expectation, Service Quality, Satisfaction, and Behavioral Intention \u2013 Evidence from Taiwan's Medical Tourism Industry","volume":"7","author":"Wang Y.H.","year":"2017","journal-title":"Advances in Management & Applied Economics"},{"volume-title":"Service Quality: New Directions in Theory and Practice","year":"1994","author":"Bitner M.J.","key":"e_1_3_2_1_9_1"},{"key":"e_1_3_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000004784"},{"volume-title":"Service Management and Marketing: Managing the Moments of Truth in Service Competition","year":"1990","author":"Gr\u00f6nroos C.","key":"e_1_3_2_1_11_1"},{"key":"e_1_3_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(02)00293-X"},{"key":"e_1_3_2_1_13_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224298504900403"},{"issue":"1","key":"e_1_3_2_1_14_1","first-page":"12","article-title":"Servqual: a multiple-item scale for measuring consumer perceptions of service quality","volume":"64","author":"Parasuraman A.","year":"1988","journal-title":"Journal of Retailing"},{"key":"e_1_3_2_1_15_1","doi-asserted-by":"publisher","DOI":"10.1080\/0954412979587"},{"key":"e_1_3_2_1_16_1","doi-asserted-by":"publisher","DOI":"10.1108\/09526860210437412"},{"issue":"4","key":"e_1_3_2_1_17_1","first-page":"47","article-title":"Exploring perceptions of hospital operations by a SERVQUAL approach","volume":"10","author":"Reidenbach R.E.","year":"1990","journal-title":"Marketing Health Services"},{"key":"e_1_3_2_1_18_1","doi-asserted-by":"publisher","DOI":"10.1097\/00001786-199401000-00008"},{"key":"e_1_3_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.1108\/09526861311288613"},{"volume-title":"Planning, Implementation, and Control.","year":"1991","author":"Kotler P.","key":"e_1_3_2_1_20_1"},{"key":"e_1_3_2_1_21_1","first-page":"275","article-title":"Consumer satisfaction with the home buying process: conceptualization and measurement in the conceptualization of consumer satisfaction and dissatisfaction","volume":"1","author":"Hempel D.J.","year":"1977","journal-title":"Marketing Science Institute"},{"issue":"5","key":"e_1_3_2_1_22_1","first-page":"452","article-title":"Customer Perceived Service Quality, Satisfaction and Loyalty in Indian Private Healthcare","volume":"28","author":"Kondasani R.K.R.","year":"2015","journal-title":"International Journal of Health"},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.1001\/archinternmed.2011.1662"},{"key":"e_1_3_2_1_24_1","first-page":"1","article-title":"A grounded theory for patients\u2019 satisfaction with quality of hospital care","volume":"22","author":"Raftopoulos V.","year":"2005","journal-title":"ICUs and Nursing Web Journal"},{"key":"e_1_3_2_1_25_1","doi-asserted-by":"publisher","DOI":"10.1108\/09526860910964843"},{"key":"e_1_3_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.1504\/IJPQM.2014.059170"},{"volume-title":"Health Behavior: Theory, Research, and Practice","year":"2015","author":"Glanz A.","key":"e_1_3_2_1_27_1"},{"key":"e_1_3_2_1_28_1","doi-asserted-by":"publisher","DOI":"10.2307\/1251929"},{"key":"e_1_3_2_1_29_1","doi-asserted-by":"publisher","DOI":"10.1080\/096525498346658"},{"volume-title":"Satisfaction a Behavioral Perspective on the Consumer","year":"2015","author":"Oliver R.L.","key":"e_1_3_2_1_30_1"},{"key":"e_1_3_2_1_31_1","doi-asserted-by":"publisher","DOI":"10.1108\/MIP-08-2017-0155"},{"key":"e_1_3_2_1_32_1","doi-asserted-by":"publisher","DOI":"10.1108\/17554191011084157"},{"volume-title":"Examining the relationships between perceived value, service quality, satisfaction, and willingness to revisit a theme park","year":"2016","author":"Lai Y.H.R","key":"e_1_3_2_1_33_1"},{"key":"e_1_3_2_1_34_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604521111100252"},{"key":"e_1_3_2_1_35_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJQRM-06-2014-0074"},{"key":"e_1_3_2_1_36_1","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610646581"},{"first-page":"1923","volume-title":"Patient Satisfaction and associated factors during COVID-19 Pandemic in North Shoa Health Care Facilities","year":"2020","author":"Deriba B.S.","key":"e_1_3_2_1_37_1"},{"key":"e_1_3_2_1_38_1","doi-asserted-by":"publisher","DOI":"10.1007\/s10597-019-00449-x"},{"key":"e_1_3_2_1_39_1","doi-asserted-by":"publisher","DOI":"10.1108\/08876040210433248"},{"key":"e_1_3_2_1_40_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2009.12.008"},{"issue":"3","key":"e_1_3_2_1_41_1","first-page":"265","article-title":"The influence of physical environment on emotion, satisfaction and behavioral intention of patients treated","volume":"3","author":"Hendellyn A.","year":"2019","journal-title":"Management and Economics Journal"},{"issue":"1","key":"e_1_3_2_1_42_1","article-title":"Product Perceived Quality and Purchase Intention with Consumer Satisfaction","volume":"14","author":"Saleem A.","year":"2015","journal-title":"Global Journal of Management and Business Research: E Marketing"},{"key":"e_1_3_2_1_43_1","first-page":"409","article-title":"Outpatient satisfaction with health centers in urban areas","volume":"32","author":"Bodur S. O.","year":"2002","journal-title":"Turkish Journal of Medical Sciences"},{"issue":"3","key":"e_1_3_2_1_44_1","first-page":"307","article-title":"Effects of Price, Brand, and Store Information on Buyers' Product Evaluations","volume":"28","author":"Dodds W.B.","year":"1991","journal-title":"Journal of Marketing Research"}],"event":{"name":"IMMS 2021: 2021 4th International Conference on Information Management and Management Science","acronym":"IMMS 2021","location":"Chengdu China"},"container-title":["2021 4th International Conference on Information Management and Management Science"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3485190.3485222","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,12,7]],"date-time":"2021-12-07T20:00:41Z","timestamp":1638907241000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3485190.3485222"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,8,27]]},"references-count":44,"alternative-id":["10.1145\/3485190.3485222","10.1145\/3485190"],"URL":"https:\/\/doi.org\/10.1145\/3485190.3485222","relation":{},"subject":[],"published":{"date-parts":[[2021,8,27]]}}}