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.
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