Patient perceptions of service quality: combining the dimensions

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.Abstract Empirically investigates, using a conjoint methodology, the importance weights given the attributes of quality for acute care hospital services. The study shows consumers evaluated the technical dimensions of nursing care, physician care, and outcome as more important than the accommodation functions of hospital care, and there are significant interactions among the technical dimensions. Both sets of dimensions were important and significant, but technical quality evaluations were not influenced by the perceived quality level of the affective attributes. The relative importance of these attributes were quite stable among various subgroups of past patients.The current issue and full text archive of this journal is available at Assessing regression-based importance weights for quality perceptions and satisfaction judgments in the presence of higher order and/or interaction effects'',

The effects of film trailers on shaping consumer expectations in the entertainment industry—A qualitative analysis

“…One of the main factors influencing expectations is the consumers' prior knowledge and experience with the product or service on offer (Carman, 1990). Many consumers have prior knowledge of the film industry when watching trailers, such as of actors, directors, film studios and writers; however this is not necessarily the case for all consumers.…”

“…All results of the interviews were transcribed and pseudonyms used to replace students' real names. Carman (1990) and Celsi and Olson (1988) show that the participants have high levels of knowledge of actors, thus previous experience is important; however, they have low levels of knowledge of directors and writers, thus perceptual judgements of the trailers is of key concern.…”

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

“…Researchers also agree about the fact that technical quality significantly affects customer perceptions of overall service quality (Carman, 2000, Grönroos 1982, 1984, 1990, Rust and Oliver 1994. Grönroos (1984, p. 38) defines this factor as "what remains to the customer when the service process has been completed".…”

Weighing the care: patients' perceptions of physician care as a function of gender and weight

“…First, using patient perceptions to evaluate the health-care system is becoming common and can be sensitive to discerning differences and deficits in the quality of care that patients receive. [35][36][37] Second, this research identifies how the factors of weight as well as gender influence patients' ability to detect physician bias. Across a number of studies, weight has been identified as an area of greater concern for female than male adolescents, college students, and adults.…”