Contemporary organizational strategies for enhancing value in health care

Richardson, Mary; Gurtner, William H.

doi:10.1108/09526869910280339

Cited by 9 publications

(6 citation statements)

References 18 publications

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“…Understanding how and why consumers purchase such professional services may be the key to such a unique competitive advantage. Because of the increasing importance of creating patient satisfaction through value-enhancement strategies (Richardson & Gurtner, 1999), contemporary marketing plans for the health care providers are predicated on the notion of creating value for patients (Beresford & Branfield, 2006;Nordgren, 2009). However, when selling credence goods, such as health care, suppliers also must consider value from the customer's perspective; many professional firms fail to do so and thus offer inferior value to customers (e.g., de Brentani & Ragot, 1996).…”

Section: Value and Healthcarementioning

confidence: 99%

Exploring the nature of value in the word-of-mouth referral equation for health care

Dobele

Lindgreen

2011

Journal of Marketing Management

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Understanding the nature of customer value in health care is critical given the diversity of consumer needs, an increase in the number of providers, and resource pressures faced by private and public providers. A move to greater accountability and consumer sensitivity also has driven this need, especially since many providers of healthcare funds incorporate customer satisfaction into performance measures. To understand consumer value in healthcare we focused on one context-word of mouth referrals by new mothers. Drawing upon 16 in-depth interviews, we identify the nature of value discussed including the quality of the experience, staff friendliness and expertise, and source credibility.

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Section: Value and Healthcarementioning

confidence: 99%

Exploring the nature of value in the word-of-mouth referral equation for health care

Dobele

Lindgreen

2011

Journal of Marketing Management

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“…Their research determined the relative role of various decisioninfluencers and concluded that physicians and chief executives had greater influence on purchasing decisions compared to other decision-influencers. Also, previous research findings have noted that decision-makers in health care institutions implement a wide variety of strategic initiatives in order to meet widely varying objectives (Richardson and Gurtner, 1999).…”

Section: Industrial Purchasing Behaviormentioning

confidence: 99%

High‐tech, innovative products: identifying and meeting business customers' value needs

Lindgreen

Antioco

Palmer

et al. 2009

Journal of Business &Amp; Industrial Marketing

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Purpose -During the industrial purchasing process of high-tech, innovative products, various decision-influencers within buying companies evaluate the attractiveness of the manufacturer's market offering; namely the "value" of the offering. This paper aims to identify the various tangible and intangible value elements requested by the business customer, and the stage(s) of the purchasing process in which these value considerations take place. Design/methodology/approach -This paper develops a framework that will effectively guide manufacturers of high-tech, innovative products to market, and customize, their offer throughout the different stages of prospective business customers' purchasing process. Findings -The findings, derived from in-depth interviews, demonstrate that manufacturers should focus on distinctive product-, service-, and supplierrelated value elements, and that the particular elements depend on the different decision-influencers, as well as the different stages of the purchasing process. Originality/value -The paper discusses some avenues for future research in the marketing of high-tech products.

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“…This, however, is but one view of value, and it has been observed that “… the value concept is multifaceted and complicated by numerous interpretations, biases and emphases” (Huber et al , 2001). Value, for example, has also been defined as something intrinsic to the design of what is offered and how this is managed (Richardson and Gartner, 1999; Naumann, 1995; Gale, 1994; Meredith et al , 1994; Band, 1991). This is a viewpoint to which we will return.…”

Section: Customer Value In the Service‐profit Chain Frameworkmentioning

confidence: 99%

Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain

Walker

Johnson²,

Leonard³

2006

Managing Service Quality: An International Journal

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PurposeTo provide an alternative view of customer value and service quality as conceptualized in the service‐profit chain.Design/methodology/approachA survey of the vast and diverse literature on the concepts of value and quality is used to reconceptualize these constructs as they are used in the service‐profit chain. The concept of intrinsic value and quality is proposed as an addition to the extrinsic value and quality concepts already apparent in the chain.FindingsThe service‐profit chain is based on the premise that profitability to a firm derives from customer satisfaction and loyalty, which, in turn, are derived from a customer's sense of value received. This value, it is argued, is calculated with reference to the perceived quality of what is received, balanced against the aggregated costs to the customer of availing themselves of the service. This paper questions the sufficiency of the assumption that value offered to a customer resides solely in the customer's perception of what has been experienced in and through the service encounter. Correspondingly, it is argued that value to the customer may reside also in intrinsic qualities or attributes of a service.Originality/valueThe idea of value and quality being built into a service offering (intrinsic) has value for both practising service managers and academic researchers. Several avenues for future investigation are posited.

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Contemporary organizational strategies for enhancing value in health care

Cited by 9 publications

References 18 publications

Exploring the nature of value in the word-of-mouth referral equation for health care

Exploring the nature of value in the word-of-mouth referral equation for health care

High‐tech, innovative products: identifying and meeting business customers' value needs

Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain

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