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Intrinsic Service Quality Determinants for Pharmacy Customers

Intrinsic Service Quality Determinants for Pharmacy Customers Service quality has been in the research limelight for some years. The discussion of service quality concepts is continued here. Using data from pharmacy customers, a four‐concept, pharmacy‐specific typology in terms of professionalism, commitment, confidentiality and milieu was developed, and a two‐concept typology for intrinsic service quality in terms of willingness and ability to serve, and physical and psychological access. The concepts are seen to encapsulate the essence of several previously‐published models in the field of service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Intrinsic Service Quality Determinants for Pharmacy Customers

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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239110144579
Publisher site
See Article on Publisher Site

Abstract

Service quality has been in the research limelight for some years. The discussion of service quality concepts is continued here. Using data from pharmacy customers, a four‐concept, pharmacy‐specific typology in terms of professionalism, commitment, confidentiality and milieu was developed, and a two‐concept typology for intrinsic service quality in terms of willingness and ability to serve, and physical and psychological access. The concepts are seen to encapsulate the essence of several previously‐published models in the field of service quality.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 1991

Keywords: Cluster analysis; Factor analysis; Pharmaceutical industry; Quality; Service; Sweden; Service quality

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