The United Kingdom recently reformed its health service to promote consumer choice of a provider. The authors investigate the evaluative strategies patients use for their present primary care provider as a precursor to determining future choice criteria. However, this information has only limited value since health care providers still cannot market their services. The policy changes have introduced structural reforms but are not addressing some of the practical constraints to choice in this market.
{"title":"Uninformed choice.","authors":"M Gabbott, G Hogg","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>The United Kingdom recently reformed its health service to promote consumer choice of a provider. The authors investigate the evaluative strategies patients use for their present primary care provider as a precursor to determining future choice criteria. However, this information has only limited value since health care providers still cannot market their services. The policy changes have introduced structural reforms but are not addressing some of the practical constraints to choice in this market.</p>","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 3","pages":"28-33"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21010343","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
As professional service providers continue to face an increasingly competitive environment, marketing becomes a more attractive prospect. One marketing activity that has emerged in recent years is the retailing of products related to one's profession directly from the office. The authors explore the retailing phenomenon from the perspective of dentists and dental patients and find that patients are less critical of the practice than dentists are themselves.
{"title":"Root canals and retailing. When it comes to merchandising activities in a dental office, dentists are their own worst critics.","authors":"S J Grove, G M Pickett, D W Finn","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>As professional service providers continue to face an increasingly competitive environment, marketing becomes a more attractive prospect. One marketing activity that has emerged in recent years is the retailing of products related to one's profession directly from the office. The authors explore the retailing phenomenon from the perspective of dentists and dental patients and find that patients are less critical of the practice than dentists are themselves.</p>","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 4","pages":"36-40"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21025866","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The authors attempt to clarify and extend the conceptualization and measurement of consumer satisfaction and service quality in health services. Although the two constructs serve as cornerstones in the design and implementation of health care marketing strategies, a literature review suggests that satisfaction and service quality are currently difficult to distinguish--both conceptually and operationally--in health care settings. The findings from two studies conducted by the authors to distinguish the nature of these two important constructs within a health care marketing context reveal that a nonrecursive relationship between service quality and patient satisfaction may account for much of the conflicting evidence in the literature.
{"title":"Modeling patient satisfaction and service quality.","authors":"S A Taylor, J J Cronin","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>The authors attempt to clarify and extend the conceptualization and measurement of consumer satisfaction and service quality in health services. Although the two constructs serve as cornerstones in the design and implementation of health care marketing strategies, a literature review suggests that satisfaction and service quality are currently difficult to distinguish--both conceptually and operationally--in health care settings. The findings from two studies conducted by the authors to distinguish the nature of these two important constructs within a health care marketing context reveal that a nonrecursive relationship between service quality and patient satisfaction may account for much of the conflicting evidence in the literature.</p>","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 1","pages":"34-44"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21005486","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Direct marketing holds much potential for the health care industry, but little has been written about hospitals' use of DM techniques. The authors discuss the distinct characteristics of direct marketing, report findings from an exploratory study of how U.S. hospitals have incorporated DM into their communication programs, and construct a profile of high and low users.
{"title":"Taking the direct route.","authors":"J W Peltier, A K Kleimenhagen, G M Naidu","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>Direct marketing holds much potential for the health care industry, but little has been written about hospitals' use of DM techniques. The authors discuss the distinct characteristics of direct marketing, report findings from an exploratory study of how U.S. hospitals have incorporated DM into their communication programs, and construct a profile of high and low users.</p>","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 3","pages":"22-7"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21010342","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Patient loyalty to physicians.","authors":"S MacStravic","doi":"","DOIUrl":"","url":null,"abstract":"","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 4","pages":"53-6"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21025868","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them.
{"title":"The great gap. Physicians' perceptions of patient service quality expectations fall short of reality.","authors":"S J O'Connor, R M Shewchuk, L W Carney","doi":"","DOIUrl":"","url":null,"abstract":"<p><p>The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them.</p>","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 2","pages":"32-9"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21009335","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Health care case study. Wanted: 'a little marketing'.","authors":"K D Seltman","doi":"","DOIUrl":"","url":null,"abstract":"","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 2","pages":"40-4; discussion 45"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21009336","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Re-engineering revenues.","authors":"E F Goldman","doi":"","DOIUrl":"","url":null,"abstract":"","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 2","pages":"8-9"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21009337","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Health care marketing professionals: messengers and facilitators of change.","authors":"G L McManis, L L Frey","doi":"","DOIUrl":"","url":null,"abstract":"","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 3","pages":"12-3"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21010339","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Sensory assistance to improve your hospital.","authors":"B D Gelb","doi":"","DOIUrl":"","url":null,"abstract":"","PeriodicalId":79667,"journal":{"name":"Journal of health care marketing","volume":"14 2","pages":"6-7"},"PeriodicalIF":0.0,"publicationDate":"1994-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"21043459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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