Developing a framework of service convenience in health care: An exploratory study for a primary care provider
Tuzovic, Sven & Kuppelwieser, Volker (2016) Developing a framework of service convenience in health care: An exploratory study for a primary care provider. Health Marketing Quarterly, 33(2), pp. 127-148.
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From retail health clinics and online appointment scheduling to (mobile) kiosks that enable patient check-in and automate the collection of copays and open balances, convenience has become an important topic in the health care sector over the last few years. While service convenience has also gained much interest in academia, one common limitation is that authors have adopted a “goods-centered” perspective focusing primarily on retail settings. Results of this exploratory study reveal that health care service convenience encompasses seven different dimensions: decision, access, scheduling, registration and check-in, transaction, care delivery, and postconsultation convenience. Implications and future research suggestions are discussed.
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|Item Type:||Journal Article|
|Keywords:||Health Care, Primary Care, Self-service Technology, Service Convenience, Service Encounter|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Consumer-Oriented Product or Service Development (150501)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2016 Taylor & Francis|
|Copyright Statement:||The Version of Record of this manuscript has been published and is available in Health Marketing Quarterly, 33(2), PP.127-148, 23 May 2016, http://www.tandfonline.com/10.1080/07359683.2016.1166840|
|Deposited On:||07 Jun 2016 23:34|
|Last Modified:||17 Jun 2016 16:01|
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