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.

[img] Accepted Version (PDF 496kB)
Administrators only until 23 November 2017 | Request a copy from author

View at publisher


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.

Impact and interest:

0 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 95980
Item Type: Journal Article
Refereed: Yes
Keywords: Health Care, Primary Care, Self-service Technology, Service Convenience, Service Encounter
DOI: 10.1080/07359683.2016.1166840
ISSN: 1545-0864
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,
Deposited On: 07 Jun 2016 23:34
Last Modified: 17 Jun 2016 16:01

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page