東華大學圖書館 |

Language: English

Help

回圖書館首頁

手機版館藏查詢

Back

Switch To: Labeled | MARC Mode | ISBD

Examining the relationships within a...

Bonnarens, Joseph Keith.

Linked to FindBook

Google Book

Amazon

博客來

Examining the relationships within and presence of the service profit chain in independent community pharmacy.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Examining the relationships within and presence of the service profit chain in independent community pharmacy./
Author:	Bonnarens, Joseph Keith.
Description:	201 p.
Notes:	Source: Dissertation Abstracts International, Volume: 64-05, Section: B, page: 2144.
Contained By:	Dissertation Abstracts International64-05B.
Subject:	Health Sciences, Pharmacy. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3089827
ISBN:	049637552X

Examining the relationships within and presence of the service profit chain in independent community pharmacy.
Bonnarens, Joseph Keith.

Examining the relationships within and presence of the service profit chain in independent community pharmacy. - 201 p.

Source: Dissertation Abstracts International, Volume: 64-05, Section: B, page: 2144.

Thesis (Ph.D.)--The University of Mississippi, 2003.

The practice of pharmacy is experiencing a paradigm shift exemplified by a shift from a product-orientation to a more service-oriented business model. It has been suggested that to be successful, service organizations must focus on employees and customers. A model was developed to help managers identify problems and make decisions to maximize an organization's success. The service profit chain model proposes relationships between employee satisfaction and loyalty, customer satisfaction and loyalty, and profitability. To test the applicability of the model in community pharmacy, a sample of pharmacies (n = 40) was recruited from a national pharmacy franchise corporation. A multi-stage data collection method was implemented, using three survey instruments to collect data from the study's target groups; owners/managers, employees, and customers. Scale measures were adapted from the literature for employee satisfaction and loyalty, as well as for customer satisfaction and loyalty. The reliability of each scale was measured using Cronbach's Alpha and factor analysis, when appropriate, and the results were found to be similar to reliabilities found in the literature. Based on specific criteria, 47.5% of pharmacies were eligible for analysis, including a usable response rate of 61.5% for employees and 29.8% for customers. Based on correlation analyses, five of the possible seven relationships predicted by the service profit chain were found to be significant. In addition, the significant relationships that were identified support previous empirical testing of the model in other industries. This exploratory study provided results that support the further study of the use the service profit chain in this environment. Although further research is needed, the service profit chain holds potential as a management tool useful in explaining the link between customer satisfaction, employee satisfaction, and financial performance of an independent community pharmacy.

ISBN: 049637552XSubjects--Topical Terms:

1017737
Health Sciences, Pharmacy.

Examining the relationships within and presence of the service profit chain in independent community pharmacy.
LDR:02910nmm 2200277 4500 001 1837306
005 20050419111347.5
008 130614s2003 eng d
020 $a 049637552X
035 $a (UnM)AAI3089827
035 $a AAI3089827
040 $a UnM $c UnM
100 1 $a Bonnarens, Joseph Keith. $3 1925760
245 1 0 $a Examining the relationships within and presence of the service profit chain in independent community pharmacy.
300 $a 201 p.
500 $a Source: Dissertation Abstracts International, Volume: 64-05, Section: B, page: 2144.
500 $a Director: Noel E. Wilkin.
502 $a Thesis (Ph.D.)--The University of Mississippi, 2003.
520 $a The practice of pharmacy is experiencing a paradigm shift exemplified by a shift from a product-orientation to a more service-oriented business model. It has been suggested that to be successful, service organizations must focus on employees and customers. A model was developed to help managers identify problems and make decisions to maximize an organization's success. The service profit chain model proposes relationships between employee satisfaction and loyalty, customer satisfaction and loyalty, and profitability. To test the applicability of the model in community pharmacy, a sample of pharmacies (n = 40) was recruited from a national pharmacy franchise corporation. A multi-stage data collection method was implemented, using three survey instruments to collect data from the study's target groups; owners/managers, employees, and customers. Scale measures were adapted from the literature for employee satisfaction and loyalty, as well as for customer satisfaction and loyalty. The reliability of each scale was measured using Cronbach's Alpha and factor analysis, when appropriate, and the results were found to be similar to reliabilities found in the literature. Based on specific criteria, 47.5% of pharmacies were eligible for analysis, including a usable response rate of 61.5% for employees and 29.8% for customers. Based on correlation analyses, five of the possible seven relationships predicted by the service profit chain were found to be significant. In addition, the significant relationships that were identified support previous empirical testing of the model in other industries. This exploratory study provided results that support the further study of the use the service profit chain in this environment. Although further research is needed, the service profit chain holds potential as a management tool useful in explaining the link between customer satisfaction, employee satisfaction, and financial performance of an independent community pharmacy.
590 $a School code: 0131.
650 4 $a Health Sciences, Pharmacy. $3 1017737
650 4 $a Business Administration, Management. $3 626628
690 $a 0572
690 $a 0454
710 2 0 $a The University of Mississippi. $3 1019522
773 0 $t Dissertation Abstracts International $g 64-05B.
790 1 0 $a Wilkin, Noel E., $e advisor
790 $a 0131
791 $a Ph.D.
792 $a 2003
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3089827