| Abstract: | 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. |
