Introduction 1. Woman's Place in Man's Life Cycle 2. Images of Relationship 3. Concepts of Self and Morality 4. Crisis and Transition 5. Women's Rights and Women's Judgment 6. Visions of Maturity References Index of Study Participants General Index

In a Different Voice. Psychological Theory and Women’s Development. Cambridge, MA (Harvard University Press) 1982.

Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

A qualitative and quantitative review of the relationship between job satisfaction and job performance is provided. The qualitative review is organized around 7 models that characterize past research on the relationship between job satisfaction and job performance. Although some models have received more support than have others, research has not provided conclusive confirmation or disconfirmation of any model, partly because of a lack of assimilation and integration in the literature. Research devoted to testing these models waned following 2 meta-analyses of the job satisfaction-job performance relationship. Because of limitations in these prior analyses and the misinterpretation of their findings, a new meta-analysis was conducted on 312 samples with a combined N of 54,417. The mean true correlation between overall job satisfaction and job performance was estimated to be .30. In light of these results and the qualitative review, an agenda for future research on the satisfaction-performance relationship is provided.

http://m.timothy-judge.com/JS-JP%20published.pdf

The job satisfaction-job performance relationship: a qualitative and quantitative review.

Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

https://www.jstor.org/stable/pdf/3203465.pdf

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

Recently, Judge, Locke, and Durham (1997) proposed a higher order construct they termed core self-evaluations or, more simply, positive self-concept. According to Judge et al. (1997), this construct is a broad dispositional trait that is indicated by four more specific traits—self-esteem, generalized self-efficacy, locus of control, and emotional stability (low neuroticism). The core selfevaluations construct was originally proposed as a potential explanatory variable in the dispositional source of job satisfaction. Subsequently, Judge and colleagues also have argued that the construct should be related to work motivation and, ultimately, to job performance (Judge, Erez, & Bono, 1998). Investigations of a link between core self-evaluations and job performance, however, are lacking. Despite a lack of studies linking the core self-evaluations factor to job satisfaction and, especially, to job performance, three of the core traits (self-esteem, locus of control, and emotional stability) appear to be the most widely studied personality traits in personality and applied psychology.1 Yet, with the exception of emotional stability and job performance, we have found no metaanalyses of the relationship between any of these traits with either job satisfaction or job performance.2 Thus, the purpose of the present study is to provide a quantitative review of the literature that examines the relationship of the four core self-evaluation traits with job satisfaction and job performance. This study determines whether general relationships exist and, if so, what the magnitudes of these relationships are. In the next section, we provide a brief review of the four traits and discuss the possible relationship of these traits with both job satisfaction and job performance.

/pdf/relationship-of-core-self-evaluations-traits-self-esteem-52lsrqv4ty.pdf

Relationship of core self-evaluations traits--self-esteem, generalized self-efficacy, locus of control, and emotional stability--with job satisfaction and job performance: a meta-analysis.

Extending the research on service quality in health care, the authors examine the efficacy of four models for measuring service quality and conclude that SERVPERF methods are superior to SERVQUAL methods. Their study found that dental patients' assessments of overall service quality were strongly influenced by assessments of provider performance. Furthermore, an examination into the causal order between perceptions of overall service quality and patient satisfaction reveals such strong reciprocal influences that it's impossible to conclude that one empirically precedes the other. Finally, the authors found that purchase intentions are influenced by both patient satisfaction and patient assessments of overall service quality.

Service quality measurement.

The relationship of self‐monitoring to buying behavior and to the consumer’s value system is controversial and not well understood. The study examined the relationship between self‐monitoring, materialism, and involvement with clothing and brands among a sample of 387 young adults. Constructs were measured with Snyder’s Self‐Monitoring Scale, the Material Values Scale, the Consumer Involvement Profile, and a scale measuring market alienation. Self‐monitoring was positively related to materialism, to clothing involvement, and to interest in marketplace events and brands. Discusses implications for the meaning of self‐monitoring and the use of personality in explaining consumption behavior. Suggests implications for marketing strategy.

Conceptualizing self‐monitoring: links to materialism and product involvement

The present research examined relationships between satisfaction and quality judgments of college services. Students (N = 736) completed a questionnaire (SERVQUAL) to investigate perceived service performance of a university college. At the same time, they were asked about satisfaction with specific aspects of the program offered by the college. Three dependent measures of satisfaction were used: global satisfaction, willingness to recommend the college, and satisfaction with value received from the educational experience. Results indicated that the perceived quality of the educational offering and service quality explained different amounts of the variance in satisfaction. The article concludes with a discussion of the implications of the relative importance of actual and augmented product characteristics in explaining satisfaction.

Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality

Timeliness, one of the Institute of Medicine's six aims for improving the quality of health care, is an important yet understudied aspect of health care. It has been well documented as a factor influencing satisfaction in many other service industries but not as frequently in health care, especially outside of the emergency department. This article examines current trends with wait times and their effect on overall satisfaction with care in physician's offices and outpatient test and treatment facilities offering both analysis of the current situation and recommendations for improvement in the future.

Timeliness in ambulatory care treatment. An examination of patient satisfaction and wait times in medical practices and outpatient test and treatment facilities.

http://www.curatehealth.me/wp-content/uploads/2012/10/DischargeInstructionPerceptions.pdf

Dennis O. Kaldenberg

Papers

Service quality measurement.

Conceptualizing self‐monitoring: links to materialism and product involvement

Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality

Timeliness in ambulatory care treatment. An examination of patient satisfaction and wait times in medical practices and outpatient test and treatment facilities.

Patient perceptions of quality in discharge instruction.