Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers
Paper
Paper/Presentation Title | Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers |
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Presentation Type | Paper |
Authors | |
Author | McClymont, Hoda |
Journal or Proceedings Title | Proceedings of the 2013 Australian and New Zealand Marketing Academy Conference (ANZMAC 2013) |
ERA Conference ID | 76596 |
Number of Pages | 9 |
Year | 2013 |
Place of Publication | Auckland, New Zealand |
Web Address (URL) of Paper | http://www.anzmac2013.org/ |
Conference/Event | ANZMAC 2013: Engaging With Our Future |
ANZMAC Conference | |
Event Details | ANZMAC Conference Australian and New Zealand Marketing Academy Conference Rank C |
Event Details | ANZMAC 2013: Engaging With Our Future Parent ANZMAC Conference Event Date 01 to end of 04 Dec 2013 Event Location Auckland, New Zealand |
Abstract | The aim of this research was to identify the key service attributes used by back pain sufferers to measure their satisfaction with mainstream and alternative treatments and service providers. The convergent interviewing technique was used to interview 12 respondents in a regional town in Australia. The research identified four key quality dimensions: treatment outcome, treatment style, service provider; and service practice. Although some of the attributes under each of these dimensions have been identified in the back pain service quality literature, others were new such as for example, changes in posture; restoration of peaceful sleeping patterns; treatment style being comfortable; being told upfront how many treatments are needed and what the expected outcomes will be; and getting results after a reasonable two to three treatments. Furthermore, the research showed that both the treatment style and service can contribute to satisfaction on their own or simultaneously. |
Keywords | service quality, customer satisfaction, healthcare, back pain |
ANZSRC Field of Research 2020 | 350699. Marketing not elsewhere classified |
Public Notes | Paper 2013-058. No evidence of copyright restrictions preventing deposit. |
Byline Affiliations | School of Management and Enterprise |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q2338/attributes-used-by-regional-australian-back-pain-sufferers-to-evaluate-treatment-types-and-service-providers
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