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dc.contributor.convenorN/A
dc.contributor.authorSchembri, Sharon
dc.contributor.editorDr Rachel Kennedy
dc.date.accessioned2018-04-03T04:59:51Z
dc.date.available2018-04-03T04:59:51Z
dc.date.issued2003
dc.date.modified2009-11-12T07:23:21Z
dc.identifier.urihttp://hdl.handle.net/10072/1949
dc.description.abstractWithin 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherANZMAC
dc.publisher.placeAdelaide
dc.publisher.urihttps://anzmac.wildapricot.org
dc.relation.ispartofconferencenameANZMAC 2003
dc.relation.ispartofconferencetitleCelebration of ehrenberg and bass: marketing discoveries, knowledge and contribution
dc.relation.ispartofdatefrom2003-12-01
dc.relation.ispartofdateto2003-12-03
dc.relation.ispartoflocationAdelaide
dc.subject.fieldofresearchcode350204
dc.titleEvolving consumers and General Practice (GP) quality of service: An alternative theory of service quality
dc.typeConference output
dc.type.descriptionE1 - Conferences
dc.type.codeE - Conference Publications
dc.description.versionVersion of Record (VoR)
gro.facultyGriffith Business School, Department of Marketing
gro.rights.copyright© 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).
gro.date.issued2003
gro.hasfulltextFull Text
gro.griffith.authorSchembri, Sharon


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    Contains papers delivered by Griffith authors at national and international conferences.

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