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An expectation confirmation perspective of medical tourism

  • Published:
Journal of Service Science Research

Abstract

Medical tourism has been suggested to have a huge impact on the global economy. To date, however, very little attention has been paid to the cognitive and affective perspectives of medical tourism. In this study, we used the expectation confirmation theory as the theoretical base and empirically examined the impact of expectations, perceived performance, and satisfaction on medical tourists’ intentions to continue the usage of overseas medical services. A total of 118 participants were analyzed using partial least squares technique and the results illustrated that overseas medical service expectation was related to perceived overseas medical service performance, which in turn determined the confirmation of expectation. The results also demonstrated that medical tourists’ confirmation of expectation predicted their satisfaction, which in turn affected their intentions to continue the usage of overseas medical service. Findings of this study may help medical service providers improve their medical services more effectively.

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Authors and Affiliations

  1. School of Business, the University of Texas of the Permian Basin, Odessa, USA

    Shih Yung Chou

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  1. Shih Yung Chou
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  2. Angelina I. T. Kiser
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  3. Erlinda L. Rodriguez
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Corresponding author

Correspondence to Shih Yung Chou.

Additional information

Shih Yung Chou is an Assistant Professor of Management at the University of Texas of the Permian Basin. He holds a Ph.D. in Management from Southern Illinois University Carbondale. His research has appeared in Management Research Review, Computers in Human Behaviors, European Journal of Management, Journal of Management Research, and among others. His current research interests include organizational citizenship behavior, group dynamics, and consumer behavior in e-commerce.

Dr. Angelina I. T. Kiser is an associate professor and department chair for management, management information systems, international business, and sports management at the University of the Incarnate Word in San Antonio, TX. Her research interests include business ethics, diversity, technology in education, and the growth of medical tourism. She has presented her work at peer reviewed national and international conferences and has published in numerous peer reviewed journals. Dr. Kiser has traveled to several countries including England, France, Switzerland, Canada, Greece, Guatemala, and Mexico where she has had the opportunity to explore business and medical issues. She has also conducted study abroad experiences with students where they have the chance to visit business and medical facilities in order to gain a better understanding of their policies and procedures. Dr. Kiser teaches a variety of business management courses that include a global perspective, and she emphasizes the importance of working in a diverse workforce.

Erlinda Lopez Rodriguez is the Clinical Coordinator for the University of the Incarnate Word and Supervisor of Imaging Ser-vices for South Texas Radiology Imaging Center. She has extensive experience in IT, radiology, organizational development, education, and project management. She is also a sit reviewer for the Joint Review Committee of Nuclear Medicine Technology Programs. She received an MBA degree from Capella University with a concentration in Healthcare Management and is currently in the Doctoral Program in Public Heal with a concentration in Leadership and Advocacy at Capella University.

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Chou, S.Y., Kiser, A.I.T. & Rodriguez, E.L. An expectation confirmation perspective of medical tourism. J Serv Sci Res 4, 299–318 (2012). https://doi.org/10.1007/s12927-012-0012-3

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  • DOI: https://doi.org/10.1007/s12927-012-0012-3

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