Service quality indicators in physical therapy services

Research output: Contribution to journalArticlepeer-review


Service quality is important to health care. This Australian 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 service quality indicators for physical therapy services, which can be incorporated in service management strategies. An emphasis on customized communication was greater than expected of most services. The professional's role is to encourage active participation by the patient and negotiate expectations of all stakeholders to achieve service quality.

Original languageEnglish
Pages (from-to)33-46
Number of pages14
JournalServices Marketing Quarterly
Issue number1
Publication statusPublished - 2003
Externally publishedYes


  • Case study
  • Physical therapy services
  • Service quality
  • Service quality indicators
  • Workers' compensation


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