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 language | English |
|---|---|
| Pages (from-to) | 43-61 |
| Number of pages | 19 |
| Journal | Services Marketing Quarterly |
| Volume | 24 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 2003 |
| Externally published | Yes |
Keywords
- Health care
- Networks
- Physical therapy
- Service quality
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