Petrovici, D.A and Phillips, P.A. (2007) In search of simple factor structures: A patient perspective on hospital healthcare service performance. In: Academy of Marketing Conference., July 2007, Kingston Business School.
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The aim of this paper is to identify key dimensions of hospital health care service quality in a New Member State. An extensive review of the literature on health and services marketing, interviews with health professionals and patients in Romania has informed the development and testing of a model of hospital health care service performance (SERVHOSP). Key dimensions of patients’ evaluation of health care services are identified. The results enhance the understanding of health care provision in transitional economies. Mapping the service performance against the identified patient expectations may lead to gains in the service profit chain via improved customer satisfaction and loyalty and further the conceptual underpinning of reforms in the public hospital sector.
|Item Type:||Conference or workshop item (Paper)|
|Subjects:||H Social Sciences > H Social Sciences (General)|
|Divisions:||Faculties > Social Sciences > Kent Business School > Marketing|
|Depositing User:||Dan Petrovici|
|Date Deposited:||10 Sep 2008 13:23|
|Last Modified:||16 Dec 2009 12:17|
|Resource URI:||http://kar.kent.ac.uk/id/eprint/12835 (The current URI for this page, for reference purposes)|
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