Intrinsic Service Quality Determinants for Pharmacy Customers
International Journal of Service Industry Management
Article publication date: 1 August 1991
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.
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
MCB UP Ltd
Copyright © 1991, MCB UP Limited