Abstract
Service quality is difficult to define and operationalise particularly in professional health services with multiple stakeholders, where the person funding the care is independent of the consumer. Research was undertaken of a complex health setting using an embedded case study design with multiple stakeholders. The research found models of service quality already developed can be adapted to respond to consumers' need for technical care and customised communication, the highest reported indicators of service quality. Most importantly increasing stakeholders participation whilst providing a service system with professional latitude to customise the service is needed for service quality.
| Original language | English |
|---|---|
| Pages (from-to) | 1-17 |
| Number of pages | 17 |
| Journal | Services Marketing Quarterly |
| Volume | 23 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2002 |
| Externally published | Yes |
Keywords
- Health care
- Service management
- Service quality
- Strategic processes