Stakeholders' views of service quality in community pharmacy : a qualitative study | Macquarie University ResearchOnline

Home

Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.14/186865

8 Visitors

9 Hits

0 Downloads

Title: Stakeholders' views of service quality in community pharmacy : a qualitative study
Related: Health marketing quarterly, Vol. 27, Issue 1, (2010), p.48-65
DOI: 10.1080/07359680903519750
Publisher: Routledge
Date: 2010
FoR/RFCD Code(s): 150500 Marketing
Author/Creator: White, Lesley
Author/Creator: Clark, Christopher
Description: This study investigates the views of a range of stakeholders regarding the effectiveness of service quality as a differentiating position for community pharmacy. Using qualitative methodology, 20 in-depth interviews were conducted with various stakeholders of the retail pharmacy market, including community pharmacists. It was found that current service levels were perceived to be variable, with a strong level of concern evident that the rhetoric of professionalism in community pharmacy is not always matched by the reality. There was disagreement regarding whether potential market entrants such as supermarkets would be capable of delivering a high quality of service and indeed whether that would even be their objective.
Description: 18 page(s)
Subject Keyword: 150500 Marketing
Subject Keyword: community pharmacy
Subject Keyword: positioning
Subject Keyword: professional service providers
Subject Keyword: service quality
Subject Keyword: services marketing
Resource Type: journal article
Organisation: Macquarie University. Dept. of Business

Macquarie University ResearchOnline