Curing and caring in surgical services: a relationship approach

Curing and caring in surgical services: a relationship approach The purpose of this study is to describe and analyse the quality of a professional surgical service process, and to reveal the main elements that constitute excellence in the experience of the surgical service of a private hospital. First, a theoretical framework for the surgical service process is created. Second, empirical research is conducted through a mail survey of surgical patients in a private hospital. A total of 240 questionnaires were delivered and the response rate was 83 per cent. Third, the underlying quality dimensions in the surgical service process are constructed using factor analysis. Finally, the main elements of excellence in a surgical service experience are revealed by utilising discriminant analysis. Empirical results indicate that, in private surgical services, the surgical procedure itself is the single most important element, but that it must be supplemented by quality dimensions in both output and process throughout the whole surgical service process. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Curing and caring in surgical services: a relationship approach

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Abstract

The purpose of this study is to describe and analyse the quality of a professional surgical service process, and to reveal the main elements that constitute excellence in the experience of the surgical service of a private hospital. First, a theoretical framework for the surgical service process is created. Second, empirical research is conducted through a mail survey of surgical patients in a private hospital. A total of 240 questionnaires were delivered and the response rate was 83 per cent. Third, the underlying quality dimensions in the surgical service process are constructed using factor analysis. Finally, the main elements of excellence in a surgical service experience are revealed by utilising discriminant analysis. Empirical results indicate that, in private surgical services, the surgical procedure itself is the single most important element, but that it must be supplemented by quality dimensions in both output and process throughout the whole surgical service process.

Journal

Journal of Services MarketingEmerald Publishing

Published: Dec 1, 2002

Keywords: Relationship marketing; Medical professions; Health care

References

  • Determinants of customer satisfaction with hospitals: a managerial model
    Andaleeb, S.
  • The development and emergence of services marketing thought
    Brown, S.; Fisk, R.; Bitner, M.
  • Marketing‐orientation revisited: the crucial role of the part‐time marketer
    Gummesson, E.
  • Service management: an evaluation and the future
    Gummesson, E.
  • Managing customer relationships for profit: the dynamics of relationship quality
    Storbacka, K.; Strandvik, T.; Grönroos, C.
  • Tolerance Zones in Perceived Service Quality
    Strandvik, T.
  • Patient satisfaction with medical encounters: a cross‐cultural perspective
    Winsted, K.

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