1996
DOI: 10.1080/0267257x.1996.9964431
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The glory of stories: Using critical incidents to understand service evaluation in the primary healthcare context

Abstract: This paper reports the results of a research project into the determinants of consumer evaluation of services. The research uses the healthcare context to explore consumer perceptions of the service product dimensions. Using a critical incident technique, a consumerderived model of the relationships between core and peripheral aspects of the service is presented. The results indicate that evaluation is a function of both personal and organizational factors which comprise core and peripheral components of the s… Show more

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Cited by 46 publications
(47 citation statements)
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References 19 publications
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“…In the past decades, most of the consumer satisfaction/quality area has focused on the disconformation of expectations [35], SERVQUAL [36], and equity theory [1], [17]. From this research, service quality is a key to consumer satisfaction.…”
Section: Service Failure and Service Recoverymentioning
confidence: 99%
See 3 more Smart Citations
“…In the past decades, most of the consumer satisfaction/quality area has focused on the disconformation of expectations [35], SERVQUAL [36], and equity theory [1], [17]. From this research, service quality is a key to consumer satisfaction.…”
Section: Service Failure and Service Recoverymentioning
confidence: 99%
“…Service recovery refers to the actions a service provider takes in response to service failure [1], [17], [20]. A major goal of customer retention strategies is to stabilize the endangered relationship with dissatisfied customers by an effective service recovery policy [44].…”
Section: Service Failure and Service Recoverymentioning
confidence: 99%
See 2 more Smart Citations
“…Firstly, the critical incident technique can offer a fruitful data set (Gabbott & Hogg, 1996), specifically producing details of first-hand experiences (Bitner, Booms, & Mohr, 1994). As this research examines immigrant entrepreneurs' cross-cultural capabilities that assist them to adapt to a host country, some of the experiences within the crosscultural transition process are useful to understand how they deal with adapted issues.…”
Section: Critical Incident Techniquementioning
confidence: 99%