Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers

Paper

McClymont, Hoda. 2013. "Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers." ANZMAC 2013: Engaging With Our Future. Auckland, New Zealand 01 - 04 Dec 2013 Auckland, New Zealand.
Paper/Presentation Title

Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers

Presentation TypePaper
Authors
AuthorMcClymont, Hoda
Journal or Proceedings TitleProceedings of the 2013 Australian and New Zealand Marketing Academy Conference (ANZMAC 2013)
ERA Conference ID76596
Number of Pages9
Year2013
Place of PublicationAuckland, New Zealand
Web Address (URL) of Paperhttp://www.anzmac2013.org/
Conference/EventANZMAC 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.

Keywordsservice quality, customer satisfaction, healthcare, back pain
ANZSRC Field of Research 2020350699. Marketing not elsewhere classified
Public Notes

Paper 2013-058. No evidence of copyright restrictions preventing deposit.

Byline AffiliationsSchool of Management and Enterprise
Institution of OriginUniversity of Southern Queensland
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