Evolving consumers and General Practice (GP) quality of service: An alternative theory of service quality

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Author(s)
Schembri, Sharon
Griffith University Author(s)
Year published
2003
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Show full item recordAbstract
Within the world of health care and medical services, there is some resistance to the
notion of recognising patients as consumers. Traditionally, patients seek medical
assistance or health care services when ill, faithfully adhering to the doctor's advice.
However, patients are increasingly sophisticated and assertive, yielding a certain
power or autonomy of their own. This paper empirically investigates the evolving role
of patients to consumers and beyond. Findings from an interpretive study of General
Practice (GP) medicine indicate that the degree of participation and responsibility
patients willingly accept varies ...
View more >Within the world of health care and medical services, there is some resistance to the notion of recognising patients as consumers. Traditionally, patients seek medical assistance or health care services when ill, faithfully adhering to the doctor's advice. However, patients are increasingly sophisticated and assertive, yielding a certain power or autonomy of their own. This paper empirically investigates the evolving role of patients to consumers and beyond. Findings from an interpretive study of General Practice (GP) medicine indicate that the degree of participation and responsibility patients willingly accept varies according to how and what patients understand as their role in the doctor-patient interaction. A range of patient perspectives are identified that vary from a passive understanding of GP quality of service, through a monitoring understanding of GP quality of service, to a partnering understanding of GP quality of service. Through this alternative, interpretive approach to the study of service quality, an alternative service quality framework is thus proposed. This framework is a Hierarchy of Perspectives ranging from the least to the most comprehensive understanding of what constitutes quality of service.
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View more >Within the world of health care and medical services, there is some resistance to the notion of recognising patients as consumers. Traditionally, patients seek medical assistance or health care services when ill, faithfully adhering to the doctor's advice. However, patients are increasingly sophisticated and assertive, yielding a certain power or autonomy of their own. This paper empirically investigates the evolving role of patients to consumers and beyond. Findings from an interpretive study of General Practice (GP) medicine indicate that the degree of participation and responsibility patients willingly accept varies according to how and what patients understand as their role in the doctor-patient interaction. A range of patient perspectives are identified that vary from a passive understanding of GP quality of service, through a monitoring understanding of GP quality of service, to a partnering understanding of GP quality of service. Through this alternative, interpretive approach to the study of service quality, an alternative service quality framework is thus proposed. This framework is a Hierarchy of Perspectives ranging from the least to the most comprehensive understanding of what constitutes quality of service.
View less >
Conference Title
Celebration of ehrenberg and bass: marketing discoveries, knowledge and contribution
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© The Author(s) 2003. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s).