Construct measurement
A five-point Likert scale was employed to measure the
extent to which respondents agreed with the items on nurse innovation and medical service experience (1 = strongly disagree and 5 = strongly agree) and their level of satisfaction
with the quality of medical services (1 = very dissatisfied and 5 = very satisfied).
Nurse innovation was defined as the process through which nurses generate, establish, evaluate and realise innovative new techniques, procedures or projects in their hospitals
and then transform them into new products or services that customers can accept. The items were adopted from the nurse innovation scale proposed by Weng et al.
(2012c, 2013). The questionnaire included 22 items on the dimensions of knowledge creation, innovation behavior and innovation diffusion. The reliability of the three dimensions ranged between 089–093.
Medical service quality was defined as the level of service
quality perceived by hospital customers receiving services
from nurses. The items were adopted from the SERVQUAL
scale and the literature on medical service quality (Tsai &
Tang 2008, Tsai et al. 2008). The questionnaire contained
20 items on the dimensions of tangibility, reliability,
responsiveness, assurance and empathy. The reliability of
each dimension ranged from 090–094.
Medical service experience was defined as the overall
experience perceived by hospital customers receiving services
from nurses. The items were adopted from the strategic
experiential modules developed by Schmitt (1999) and
the literature on medical service experience (Ho et al. 2006,
Weng et al. 2012b). The questionnaire included 27 items
on the dimensions of sense experience, feel experience,
think experience, act experience and relate experience. The
reliability of each dimension ranged between 091–096.