Service quality from the point of view of people with intellectual disability: relationships with its satisfaction and wellbeing
Abstract Service quality in centers for individuals with intellectual disability plays an important role in their satisfaction and well-being. However, the perspective of in- dividuals with intellectual disability has been relatively neglected in previous research studies. For this reason, the current study aims to analyze service quality (functional, relational, and tangibles) considering the point of view of individuals with intellectual disability, and its links to satisfaction with the center and subjective well-being. The sample was composed of 786 subjects with intellectual disability who were using different types of centers (day-care services, occupational services, and residential services) all of them affiliated with “Plena Inclusión”. Our findings showed that individuals with intellectual disability have a very positive perception of service quality and high levels of satisfaction and well-being. In addition, we observed that the tangible aspects predict significant variance of satisfaction with the center, but it is not able to predict well-being. By contrast, the quality of the interaction with professionals, especially in functional terms, related to both satisfaction and well-being experienced by individuals with intellectual disability.
- Referencias
- Cómo citar
- Del mismo autor
- Métricas
Dekovic, M., Janssens, J. M. A. M., y Gerris, J. R. M. (1991). Factor structure and construct validity of the Block Child Rearing Practices Report (CRPR). Psychological Assessment, 3(2), 182-187. https://doi.org/10.1037/1040-3590.3.2.182
http://psycnet.apa.org/journals/pas/3/2/182/
Gracia, E., Ramos, J., y Moliner, C. (2014). El Trabajo Emocional desde una perspectiva clarificadora tras treinta a-os de investigación. Universitas Psychologica, 13(4), 1517-1529. http://revistas.javeriana.edu.co/index.php/revPsycho/article/view/5327 https://doi.org/10.11144/Javeriana.UPSY13-4.tepc
Grönroos, C. (1983). Strategic Marketing and Management in the Service Sector. Cambridge: Marketing Science Institute.
Grönroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of business research, 20(1), 3-11. http://www.sciencedirect.com/science/article/pii/014829639090037E https://doi.org/10.1016/0148-2963(90)90037-E
Lassar, W.M., Manolis, C.,y Windsor, R. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14 (3), 244-271. DOI: 10 http://www.emeraldinsight.com/doi/full/10.1108/08876040010327248.1108/08876040010327248 https://doi.org/10.1108/08876040010327248
Martínez-Tur, V., Peiró, J. M., Moliner, C., y Potocnik, K. (2010). Calidad de servicio y calidad de vida: El "survey feedback" como metodología de cambio organizacional. Colección FEAPS. http://www.plenainclusion.org/sites/default/files/librosurveyfeedback.pdf
Martínez-Tur, V., Peiro, J. M., y Ramos, J. (2001). Linking service structural complexity to customer satisfaction: The moderating role of type of ownership. International Journal of Service Industry Management, 12(3), 295-306. http://dx.doi.org/10.1108/EUM0000000005522 https://doi.org/10.1108/EUM0000000005522
Moliner, C., Gracia, E., Lorente, L. y Martínez-Tur, V. (2013). Structure and validation of a contextual quality of life scale for people with intellectual disabilities in social services: an organization-oriented measure from an external perspective. Perspectivas em Gestão & Conhecimento, 3, 80-94. ISSN-e 2236-417X http://www.biblionline.ufpb.br/ojs2/index.php/pgc/article/view/16927/9792
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1985). A conceptual model of service quality and its implications for future research.the Journal of Marketing, 41-50. DOI: 10.2307/1251430 http://www.jstor.org/stable/1251430?seq=1#page_scan_tab_contents https://doi.org/10.2307/1251430
Parasuraman, A., Berry, L. L., y Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67 (4), 42. http://psycnet.apa.org/psycinfo/1992-37673-001
Sánchez-Hernández, R. M., Martínez-Tur, V., Peiró, J. M., y Ramos, J. (2009). Testing a hierarchical and integrated model of quality in the service sector: functional, relational, and tangible dimensions. Total Quality Management, 20(11), 1173-1188. DOI: 10.1080/14783360903247577 http://www.tandfonline.com/doi/full/10.1080/14783360903247577?scroll=top&needAccess=true https://doi.org/10.1080/14783360903247577
Sánchez-Hernández, R. M., Martínez-Tur, V., Peiró, J. M., y Moliner, C. (2010). Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women. Psychological Reports, 106(2), 598-610.DOI: 10.2466/pr0.106.2.598-610 http://europepmc.org/abstract/MED/20524565 https://doi.org/10.2466/pr0.106.2.598-610
Schalock, R. L., Verdugo, M. A., y Braddock, D. L. (2002). Handbook on quality of life for human service practitioners. Washington, DC: American Association on Mental Retardation. ISBN 0-940898-77-2
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12. http://link.springer.com/article/10.1177/0092070393211001 https://doi.org/10.1177/0092070393211001
http://psycnet.apa.org/journals/pas/3/2/182/
Gracia, E., Ramos, J., y Moliner, C. (2014). El Trabajo Emocional desde una perspectiva clarificadora tras treinta a-os de investigación. Universitas Psychologica, 13(4), 1517-1529. http://revistas.javeriana.edu.co/index.php/revPsycho/article/view/5327 https://doi.org/10.11144/Javeriana.UPSY13-4.tepc
Grönroos, C. (1983). Strategic Marketing and Management in the Service Sector. Cambridge: Marketing Science Institute.
Grönroos, C. (1990). Relationship approach to marketing in service contexts: The marketing and organizational behavior interface. Journal of business research, 20(1), 3-11. http://www.sciencedirect.com/science/article/pii/014829639090037E https://doi.org/10.1016/0148-2963(90)90037-E
Lassar, W.M., Manolis, C.,y Windsor, R. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14 (3), 244-271. DOI: 10 http://www.emeraldinsight.com/doi/full/10.1108/08876040010327248.1108/08876040010327248 https://doi.org/10.1108/08876040010327248
Martínez-Tur, V., Peiró, J. M., Moliner, C., y Potocnik, K. (2010). Calidad de servicio y calidad de vida: El "survey feedback" como metodología de cambio organizacional. Colección FEAPS. http://www.plenainclusion.org/sites/default/files/librosurveyfeedback.pdf
Martínez-Tur, V., Peiro, J. M., y Ramos, J. (2001). Linking service structural complexity to customer satisfaction: The moderating role of type of ownership. International Journal of Service Industry Management, 12(3), 295-306. http://dx.doi.org/10.1108/EUM0000000005522 https://doi.org/10.1108/EUM0000000005522
Moliner, C., Gracia, E., Lorente, L. y Martínez-Tur, V. (2013). Structure and validation of a contextual quality of life scale for people with intellectual disabilities in social services: an organization-oriented measure from an external perspective. Perspectivas em Gestão & Conhecimento, 3, 80-94. ISSN-e 2236-417X http://www.biblionline.ufpb.br/ojs2/index.php/pgc/article/view/16927/9792
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1985). A conceptual model of service quality and its implications for future research.the Journal of Marketing, 41-50. DOI: 10.2307/1251430 http://www.jstor.org/stable/1251430?seq=1#page_scan_tab_contents https://doi.org/10.2307/1251430
Parasuraman, A., Berry, L. L., y Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67 (4), 42. http://psycnet.apa.org/psycinfo/1992-37673-001
Sánchez-Hernández, R. M., Martínez-Tur, V., Peiró, J. M., y Ramos, J. (2009). Testing a hierarchical and integrated model of quality in the service sector: functional, relational, and tangible dimensions. Total Quality Management, 20(11), 1173-1188. DOI: 10.1080/14783360903247577 http://www.tandfonline.com/doi/full/10.1080/14783360903247577?scroll=top&needAccess=true https://doi.org/10.1080/14783360903247577
Sánchez-Hernández, R. M., Martínez-Tur, V., Peiró, J. M., y Moliner, C. (2010). Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women. Psychological Reports, 106(2), 598-610.DOI: 10.2466/pr0.106.2.598-610 http://europepmc.org/abstract/MED/20524565 https://doi.org/10.2466/pr0.106.2.598-610
Schalock, R. L., Verdugo, M. A., y Braddock, D. L. (2002). Handbook on quality of life for human service practitioners. Washington, DC: American Association on Mental Retardation. ISBN 0-940898-77-2
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12. http://link.springer.com/article/10.1177/0092070393211001 https://doi.org/10.1177/0092070393211001
Gracia Grau, E., Vidal Sellés, N., & Martínez Tur, V. (2017). Service quality from the point of view of people with intellectual disability: relationships with its satisfaction and wellbeing. Siglo Cero, 48(3), 41–53. https://doi.org/10.14201/scero20174834153
Downloads
Download data is not yet available.
+
−