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 of Services Marketing – Emerald Publishing
Published: Dec 1, 2002
Keywords: Relationship marketing; Medical professions; Health care
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera