The Effect of Service Quality on Residents’ Satisfaction and Positive Word-of-mouth (WOM) Intention in a Continuing Care Retirement Community (CCRC) - A Case Study in the USA -
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The objective of this study is to assess the impact of quality of hospitality services on resident satisfaction and positive word-of-mouth (WOM) intention in a Continuing Care Retirement Community (CCRC) by evaluating the level of influence of the five dimensions of service quality on resident satisfaction and positive WOM intention. A CCRC provides a range of services in hospitality & healthcare to its residents through places nested within the community thus present a unique set of operational complexities. Further, since CCRC residents have long term service experiences in one place continuously, and WOM plays a critical role in decision making of prospective residents & their family, measurement & understanding of the relationship between service quality & WOM in CCRCs bear significance for both academic interest as well as management practices. Data were collected from 157 CCRC residents in the Southeast region of the United States. Confirmatory factor analysis (CFA), structural equation modeling (SEM), and regression were used for data analysis. The results of this study identified that service quality significantly impacted resident satisfaction and positive WOM intention with the empathy as the most influential service quality dimension serving as the strongest predictor of resident satisfaction and positive WOM intention. Theoretical and practical implications are discussed and future research in CCRCs is provided.
Abstract
The objective of this study is to assess the impact of quality of hospitality services on resident satisfaction and positive word-of-mouth (WOM) intention in a Continuing Care Retirement Community (CCRC) by evaluating the level of influence of the five dimensions of service quality on resident satisfaction and positive WOM intention. A CCRC provides a range of services in hospitality & healthcare to its residents through places nested within the community thus present a unique set of operational complexities. Further, since CCRC residents have long term service experiences in one place continuously, and WOM plays a critical role in decision making of prospective residents & their family, measurement & understanding of the relationship between service quality & WOM in CCRCs bear significance for both academic interest as well as management practices. Data were collected from 157 CCRC residents in the Southeast region of the United States. Confirmatory factor analysis (CFA), structural equation modeling (SEM), and regression were used for data analysis. The results of this study identified that service quality significantly impacted resident satisfaction and positive WOM intention with the empathy as the most influential service quality dimension serving as the strongest predictor of resident satisfaction and positive WOM intention. Theoretical and practical implications are discussed and future research in CCRCs is provided.
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