Relationship Marketing and Disadvantaged Health Care Segments

Abstract

The purpose of vocational rehabilitation (VR) is to provide disabled individuals with the training and support services needed to assimilate into the workforce. This study incorporates concepts developed in the relationship marketing and internal marketing literature to determine the factors that influence overall satisfaction of vocational training services. Results underscore the importance of social and structural bonds that develop among the multiple stakeholders involved in the VR process. Satisfaction is also influenced by the design and equipment used in the facilities and the efficiency of initiating VR services. A highly reliable instrument to measure VR participant satisfaction is presented.

When Does Relational Exchange Matters? Social Bond, Trust and Satisfaction

“…In a study in the Yemeni manufacturer-retailer relationship, Mohd Noor, Perumal, and Goaill (2015) found out that social bonds are crucial in affecting retailers' satisfaction. Peltier and Scovotti (2005) sustained that social bond is the most influential factor of satisfaction in the healthcare marketing relationship. Similarly, Gremler, Gwinner, and Brown (2001) found a strong positive relationship between interpersonal bonds and satisfaction.…”

Effect of Management Commitment to Internal Marketing on Employees' Satisfaction. A Case Study: Imam Jafar Sadegh Hospital Nurses

“…It seemed that for participants financial necessities had priority over structural and social affairs. While Peltier et al, (2003Peltier et al, ( , 2004 and Pelletier et al, (2007) in their studies showed that social and structural affair were more important than the financial ones. Also, among different internal marketing methods only the informal internal marketing method had a meaningful effect on employees' satisfaction, directly or indirectly.…”

“…Peltier, Boyt & Westfall (1997) suggested that loyalty built solely on financial incentives does not provide a sustainable competitive advantage. Although financial compensation is a necessary component of a nurse's job environment, it is by no means a sufficient antecedent to satisfaction and loyalty (Peltier et al 2003(Peltier et al , 2004. Knowledge generation is one of the critical components of achieving a sustainable competitive advantage.…”

“…According to the proposed definitions, the concept of IM in the health care sector suggests that the best way to satisfy patients is by viewing employees as internal customers and understanding and meeting employees' needs, wants, and expectations. Health care is an extraordinarily public oriented industry, in which employees play an important role in the product/service exchange (Peltier & Scovotti, 2004). Unfortunately, many health care institutions lack the strategic insight for designing and implementing research programs to address the role of nurses in the care-giving process, and how their satisfaction and loyalty impact patients' care, satisfaction, and profitability (Cooper & Cronin 2000;Peltier, Nill & Schibrowsky, 2003;Woods & Cardin 2002).…”

“…Employees' satisfaction and retention are critical issues that influence the success of the organization (Peltier, Pointer & Schibrowsky, 2006). Only recently have health care researchers begun to direct attention to the use of relationship marketing, IM and related business oriented concepts to explore ways to improve job satisfaction and nurses' loyalty (Melten, Eveleth & Bailey, 2005;Peltier & Scovotti, 2004;Peltier et al, 2006). Past research has investigated the effect of management commitment to different aspects such as quality management (Ahire & O'Shaughnessy, 1998), technological adoption (Cascio, Mariadoss & Mouri, 2010), and service quality (Cheung & To, 2010;Kim, Tavitiyaman & Kim, 2009), on employees' attitudes ,satisfaction and organizational performance.…”