{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,21]],"date-time":"2026-02-21T04:31:07Z","timestamp":1771648267065,"version":"3.50.1"},"reference-count":48,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2015,4,20]],"date-time":"2015-04-20T00:00:00Z","timestamp":1429488000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2015,4,20]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>\u2013 The purpose of this paper is to develop and empirically test a model to examine service quality, satisfaction, trust and commitment as loyalty antecedents in a private healthcare service.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>\u2013 The approach was tested using structural equation modelling, involving 175 patients from a private Portuguese healthcare unit, using a revised Service Quality Assessment Scale (SQAS) scale for service quality evaluation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 The scale used to evaluate service quality is valid and meaningful. Service quality proved to be a multidimensional construct and relevant to build satisfaction. The path satisfaction\u2192trust\u2192loyalty was validated, whereas the path satisfaction\u2192commitment\u2192loyalty was not statistically supported.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>\u2013 The revised SQAS scale showed good internal consistency in healthcare context. Further trust-commitment antecedents must be examined in a private healthcare landscape to generalise the findings.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>\u2013 Healthcare quality managers must explore the service quality dimensions to generate satisfaction among their patients. Developing trust generates positive patient attitudes and loyalty.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.<\/jats:p><\/jats:sec>","DOI":"10.1108\/ijhcqa-02-2014-0017","type":"journal-article","created":{"date-parts":[[2015,4,10]],"date-time":"2015-04-10T19:43:48Z","timestamp":1428695028000},"page":"253-266","source":"Crossref","is-referenced-by-count":80,"title":["The trust-commitment challenge in service quality-loyalty relationships"],"prefix":"10.1108","volume":"28","author":[{"given":"Antonio Carrizo","family":"Moreira","sequence":"first","affiliation":[]},{"given":"Pedro Miguel","family":"Silva","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020122503300047100_b1","unstructured":"Akbar, M.M. and Parvez, N. (2009), \u201cImpact of service quality, trust and customer satisfaction on customer loyalty\u201d, ABAC Journal , Vol. 29, pp. 24-38."},{"key":"key2020122503300047100_b2","doi-asserted-by":"crossref","unstructured":"Anderson, E. 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