haku: @indexterm evaluation / yhteensä: 1041
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| Tekijä: | Gabbott, M. Hogg, G. |
| Otsikko: | The glory of stories: using critical incidents to understand service evaluation in the primary healthcare context |
| Lehti: | Journal of Marketing Management
1996 : AUG, VOL. 12:6, p. 493-504 |
| Asiasana: | MARKETING MANAGEMENT EVALUATION |
| Kieli: | eng |
| Tiivistelmä: | This paper reports the results of a research project into the determinants of consumer evaluation of services. The research uses the healthcare context to explore consumer perceptions of the service product dimensions. Using a critical incident technique, a consumer-derived model of the relationships between core and peripheral aspects of the service is presented. The results indicate that evaluation is a function of both personal and organizational factors which comprise core and peripheral components of the service. |
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