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Patient Service Experiences in Commu...

Bunniran, Suvapun.

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Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes./
Author:	Bunniran, Suvapun.
Description:	108 p.
Notes:	Source: Dissertation Abstracts International, Volume: 72-10, Section: B, page: .
Contained By:	Dissertation Abstracts International72-10B.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3463465
ISBN:	9781124758077

Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes.
Bunniran, Suvapun.

Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes. - 108 p.

Source: Dissertation Abstracts International, Volume: 72-10, Section: B, page: .

Thesis (Ph.D.)--The University of Mississippi, 2010.

Objective: Examine the effects of service failure (SF) severity, health criticality (HC) and the presence of service recovery (SR) on patronage outcomes (i.e., satisfaction, trust, purchase intention, and positive (PWOM) and negative word-of-mouth (NWOM) in a community pharmacy setting.

ISBN: 9781124758077Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes.
LDR:03190nam 2200373 4500 001 1403739
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020 $a 9781124758077
035 $a (UMI)AAI3463465
035 $a AAI3463465
040 $a UMI $c UMI
100 1 $a Bunniran, Suvapun. $3 1683013
245 1 0 $a Patient Service Experiences in Community Pharmacy: An Examination of Health Criticality, Service Failure Incidents, and Service Recovery Efforts and Their Influence on Patronage Outcomes.
300 $a 108 p.
500 $a Source: Dissertation Abstracts International, Volume: 72-10, Section: B, page: .
500 $a Adviser: David J. McCaffrey, III.
502 $a Thesis (Ph.D.)--The University of Mississippi, 2010.
520 $a Objective: Examine the effects of service failure (SF) severity, health criticality (HC) and the presence of service recovery (SR) on patronage outcomes (i.e., satisfaction, trust, purchase intention, and positive (PWOM) and negative word-of-mouth (NWOM) in a community pharmacy setting.
520 $a Methods:
520 $a Design: An extended 2 (HC) x 2 (SF) x 2 (SR) between-subjects, pretest-posttest, control group design. Subjects were assigned randomly to one of the ten groups and presented with a multi-part hypothetical scenario of a service encounter at a community pharmacy.
520 $a Patients: Community pharmacy patients.
520 $a Data collection: Online consumer panel; participants imagined themselves experiencing the scenario described at their own community pharmacy. Dependent measures were evaluated at two points in time: following the HC and SF situation and following the SR effort.
520 $a Analysis plan: Descriptive statistics, ANOVA, and t-tests.
520 $a Results: 343 useable responses were received and were balanced across groups. Patients were more highly satisfied and exhibited more trust when in low HC conditions. SF had a statistically significant effect on satisfaction and PWOM in the low HC condition only. High SR significantly influenced satisfaction, purchase intentions and PWOM.
520 $a Conclusion: HC played a major role in how patients perceived service events in the pharmacy. There were greater differences in how patients rated patronage outcomes between the high and low SFs in the low HC condition. Those in the low HC condition reported significantly greater differences trust, WOM, purchase intentions, and satisfaction, based on the severity of the SF when compared to those in the high HC condition. Pharmacists' awareness of how best to handle patients who perceive a SF in day-to-day community pharmacy interactions (most of which are low HC) are important implications. A high SR (offering a $2 5 gift card in addition to an apology) offered some evidence that a SR may be worth the effort especially in that it influenced PWOM and repurchase intentions.
590 $a School code: 0131.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Health Sciences, Pharmacy. $3 1017737
650 4 $a Health Sciences, Health Care Management. $3 1017922
690 $a 0338
690 $a 0572
690 $a 0769
710 2 $a The University of Mississippi. $3 1019522
773 0 $t Dissertation Abstracts International $g 72-10B.
790 1 0 $a McCaffrey, David J., III, $e advisor
790 $a 0131
791 $a Ph.D.
792 $a 2010
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3463465