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The Role of Negative Emotions on Adolescent Evaluation of Clinical Reproductive Healthcare Services
Author(s) -
Alden Dana L.,
Chen Qimei
Publication year - 2009
Publication title -
journal of applied social psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.822
H-Index - 111
eISSN - 1559-1816
pISSN - 0021-9029
DOI - 10.1111/j.1559-1816.2009.00514.x
Subject(s) - psychology , antecedent (behavioral psychology) , social psychology , coping (psychology) , health care , word of mouth , quality (philosophy) , clinical psychology , applied psychology , developmental psychology , marketing , philosophy , business , epistemology , economics , economic growth
Despite extensive research on adults, we know relatively little about the factors and processes that influence adolescent satisfaction with clinical reproductive healthcare. In this study, survey responses from 135 adolescent clinic users in the western U.S. support a client‐satisfaction model that differs from the traditional coping response framework by featuring negative emotions as a primary antecedent of service‐quality evaluations, rather than a consequence. Quality evaluations directly impacted satisfaction, which, in turn, affected word of mouth and intentions to return to the clinic. This research represents an initial step toward better understanding of ways that adolescents may differ from adults on factors influencing satisfaction with clinical reproductive healthcare and, hence, holds both theoretical and managerial significance.