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Intrinsic Service Quality Determinants for Pharmacy Customers

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1991

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.

Keywords

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

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited