Intrinsic Service Quality Determinants for Pharmacy Customers

Abstract

Service quality has been in the research limelight for some years. The discussion of service quality concepts is continued here. Using data from pharmacy customers, a four‐concept, pharmacy‐specific typology in terms of professionalism, commitment, confidentiality and milieu was developed, and a two‐concept typology for intrinsic service quality in terms of willingness and ability to serve, and physical and psychological access. The concepts are seen to encapsulate the essence of several previously‐published models in the field of service quality.

Citation

Hedvall, M. and Paltschik, M. (1991), "Intrinsic Service Quality Determinants for Pharmacy Customers", International Journal of Service Industry Management, Vol. 2 No. 2, pp. 38-48. https://doi.org/10.1108/09564239110144579