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 service.

Analyzing Service Failure Themes on Online Healthcare Product: Focusing on Online Consumers' Word-of-mouse

“…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.…”

“…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].…”

“…Attention has also been paid to the aspects of healthcare products and services which influence overall positive or negative evaluation by patients [17], [32]. These studies were considered in the identification of categories for this study.…”

“…CIT has been criticized concerning reliability and validity problems. It is also possible that the researcher unconsciously misinterprets or misunderstands the respondents' words [17]. Such criticisms need to be kept in mind when interpreting results.…”

The Importance of Cross-Cultural Capabilities for Chinese Immigrant Entrepreneurs in Australia

“…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.…”