Network development and application in health care: a study of service quality

Research output: Contribution to journalArticlepeer-review

Abstract

Service quality is important to health care. The research took advantage of a unique opportunity to study health care from the perspective of all relevant stakeholders. The major results of this research were insights concerning the structures and processes that characterise successful professional health care services and, more broadly, professional services generally. Rather than just communicating in a system prescribed way, successful professionals combine an ambiguous system with extensive interaction with other stakeholders to develop networks. In this way they achieve superior service quality for their patients.

Original languageEnglish
Pages (from-to)43-61
Number of pages19
JournalServices Marketing Quarterly
Volume24
Issue number3
DOIs
Publication statusPublished - 2003
Externally publishedYes

Keywords

  • Health care
  • Networks
  • Physical therapy
  • Service quality

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