IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v65y2012i4p537-546.html
   My bibliography  Save this article

Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector

Author

Listed:
  • Ndubisi, Nelson Oly

Abstract

This paper draws from the mindfulness theory in examining the effects of service reliability (including reliable health information and care), pre-emptive conflict handling, and customer orientation on customer satisfaction and loyalty in healthcare service delivery in Malaysia. A survey of 423 consumers of healthcare services in Malaysia provides support for the theory. The findings of the study indicate that care reliability, information reliability, and pre-emptive conflict handling directly affect customer orientation; all four directly affect customer satisfaction, and indirectly affect customer loyalty via customer satisfaction. Thus, customer satisfaction fully mediates in the relationship of care reliability, information reliability, pre-emptive conflict handling, and customer orientation with customer loyalty. These findings lead to research and managerial implications that conclude the paper.

Suggested Citation

  • Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
    • Handle: RePEc:eee:jbrese:v:65:y:2012:i:4:p:537-546
    DOI: 10.1016/j.jbusres.2011.02.019
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S014829631100052X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2011.02.019?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bloemer, JoseM. M. & Kasper, Hans D. P., 1995. "The complex relationship between consumer satisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 16(2), pages 311-329, July.
    2. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    3. Schurr, Paul H & Ozanne, Julie L, 1985. "Influence on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 11(4), pages 939-953, March.
    4. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    5. Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
    6. Kwaku Atuahene-Gima & Anthony Ko, 2001. "An Empirical Investigation of the Effect of Market Orientation and Entrepreneurship Orientation Alignment on Product Innovation," Organization Science, INFORMS, vol. 12(1), pages 54-74, February.
    7. Gronroos, Christian, 1990. "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface," Journal of Business Research, Elsevier, vol. 20(1), pages 3-11, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nelson Oly Ndubisi & Obaid Al‐Shuridah, 2019. "Organizational mindfulness, mindful organizing, and environmental and resource sustainability," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 436-446, March.
    2. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    3. Samara Bilal & Muhammad Zia-ur-Rehman, 2017. "The role of employee’s mindfulness and human resource development climate towards public leadership behavior-analyzing the moderating impact of emotional," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(5), pages 248-254.
    4. Nguyen Dang Tuan, Minh & Nguyen Thanh, Nhan & Le Tuan, Loc, 2019. "Applying a mindfulness-based reliability strategy to the Internet of Things in healthcare – A business model in the Vietnamese market," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 54-68.
    5. Jain, Geetika & Kamble, Sachin S. & Ndubisi, Nelson Oly & Shrivastava, Archana & Belhadi, Amine & Venkatesh, Mani, 2022. "Antecedents of Blockchain-Enabled E-commerce Platforms (BEEP) adoption by customers – A study of second-hand small and medium apparel retailers," Journal of Business Research, Elsevier, vol. 149(C), pages 576-588.
    6. Yuli L. León & Enrique Mu, 2021. "Organizational Mindfulness Assessment and Its Impact on Rational Decision Making," Mathematics, MDPI, vol. 9(16), pages 1-29, August.
    7. Roberto Vona & Nadia Di Paola, 2014. "Lean thinking in sanit?: il caso della logistica degli approvvigionamenti e della distribuzione ospedaliera dei farmaci," MECOSAN, FrancoAngeli Editore, vol. 2014(91), pages 105-122.
    8. Zohreh Haji-Mirsaeidi & Hamid Kazemi-Zahrani & Masoumeh Sadeghi, 2017. "Comparison of the Mindfulness Skills, Metacognitive Beliefs and Perceived Stress in Hypertension Patients and Control Group," Global Journal of Health Science, Canadian Center of Science and Education, vol. 9(1), pages 138-138, January.
    9. Ciravegna, Luciano & Brenes, Esteban R., 2016. "Learning to become a high reliability organization in the food retail business," Journal of Business Research, Elsevier, vol. 69(10), pages 4499-4506.
    10. Basim Abbas Kraidy Jassmy & Zaki Muhammad Abbas Bhaya & Zaid Yaseen Saud Al-Dulaimi, 2016. "Customer Orientation and Organizational Performance in Iraqi Private Banks," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 2(1), pages 219-225, July.
    11. Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
    12. Setiadi Umar & Gibson N. Chunwe, 2019. "Advancing environmental productivity: Organizational mindfulness and strategies," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 447-456, March.
    13. Ndubisi, Nelson Oly & Nataraajan, Rajan & Chew, Jennie, 2014. "Ethical ideologies, perceived gambling value, and gambling commitment: An Asian perspective," Journal of Business Research, Elsevier, vol. 67(2), pages 128-135.
    14. Mumin Dayan & Poh Yen Ng & Nelson Oly Ndubisi, 2019. "Mindfulness, socioemotional wealth, and environmental strategy of family businesses," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 466-481, March.
    15. Nelson Oly Ndubisi & Arne Nygaard & Celine Capel, 2019. "Mindfulness‐based business strategies and the environment," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 433-435, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Guo, Chiquan & Wang, Yong J. & Metcalf, Ashley, 2014. "How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective," International Journal of Production Economics, Elsevier, vol. 156(C), pages 235-245.
    2. Chieh-Peng Lin & Cherng Ding, 2009. "Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(4), pages 617-633, July.
    3. Seongho Kang & Won‐Moo Hur, 2012. "Investigating the Antecedents of Green Brand Equity: A Sustainable Development Perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 19(5), pages 306-316, September.
    4. S. Arunachalam & Sridhar N. Ramaswami & Pol Herrmann & Doug Walker, 2018. "Innovation pathway to profitability: the role of entrepreneurial orientation and marketing capabilities," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 744-766, July.
    5. Cheng, Cheng-Feng & Chang, Man-Ling & Li, Chu-Shiu, 2013. "Configural paths to successful product innovation," Journal of Business Research, Elsevier, vol. 66(12), pages 2561-2573.
    6. Ulas Akkucuk & Javed Esmaeili, 2016. "The Impact of Brands on Consumer Buying Behavior," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 5(4), pages 01-16, July.
    7. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    8. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    9. Avlonitis, George J. & Salavou, Helen E., 2007. "Entrepreneurial orientation of SMEs, product innovativeness, and performance," Journal of Business Research, Elsevier, vol. 60(5), pages 566-575, May.
    10. Anita Ciunova-Shuleska & Christian Nedu Osakwe & Nikolina Palamidovska-Sterjadovska, 2016. "Complementary impact of capabilities and brand orientation on SMBs performance," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 17(6), pages 1270-1285, November.
    11. Hwang, ShinYoung & Kim Seongcheol, 2017. "What triggers the use of mIM service provider’s sequel O2O service extensions?," 14th ITS Asia-Pacific Regional Conference, Kyoto 2017: Mapping ICT into Transformation for the Next Information Society 168494, International Telecommunications Society (ITS).
    12. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    13. Kwak, Hyokjin & Anderson, Rolph E. & Leigh, Thomas W. & Bonifield, Scott D., 2019. "Impact of salesperson macro-adaptive selling strategy on job performance and satisfaction," Journal of Business Research, Elsevier, vol. 94(C), pages 42-55.
    14. Stathopoulou, Anastasia & Balabanis, George, 2019. "The effect of cultural value orientation on consumers' perceptions of luxury value and proclivity for luxury consumption," Journal of Business Research, Elsevier, vol. 102(C), pages 298-312.
    15. Zhang, Jason Q. & Craciun, Georgiana & Shin, Dongwoo, 2010. "When does electronic word-of-mouth matter? A study of consumer product reviews," Journal of Business Research, Elsevier, vol. 63(12), pages 1336-1341, December.
    16. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    17. Gruen, Thomas W., 1995. "The outcome set of relationship marketing in consumer markets," International Business Review, Elsevier, vol. 4(4), pages 447-469.
    18. Maciej Mitrega, 2013. "Czy prosumpcja w dobie kryzysu to zjawisko jednowymiarowe? Eksploracja wsrod uzytkownikow portali spolecznosciowych. (Should we treat prosumption as one-dimensional phenomenon in the time of crisis? E," Problemy Zarzadzania, University of Warsaw, Faculty of Management, vol. 11(40), pages 40-53.
    19. Stam, Wouter, 2009. "When does community participation enhance the performance of open source software companies?," Research Policy, Elsevier, vol. 38(8), pages 1288-1299, October.
    20. Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:65:y:2012:i:4:p:537-546. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.