New Customers to be Managed: Pregnant women's views as consumers of healthcare

References

• Berry , L. L. and Parasuraman , A. 1991 . Marketing Services, Competing Through Quality , New York : The Free Press .
   Google Scholar
• Bitner , M. J. , Booms , B. H. and Mohr , L. A. 1994 . Critical service encounters: the employee's viewpoint . Journal of Marketing , 58 (4) : 95 – 106 .
   Google Scholar
• Bussell , H. and Mathews , B. P. Choosing a doctor: the process and criteria used in the selection of a general practitioner . Conference Proceedings, MEG Annual Conference . vol. 1 , pp. 103 – 111 . Bradford : University of Bradford .
   Google Scholar
• Buttle , F. 1996 . Relationship Marketing, Theory and Practice , London : Paul Chapman .
   Google Scholar
• Carley , K . 1990 . “ Content analysis ” . In The Encyclopaedia of Language and Linguistics , Edited by: Asher , R. E. and Simpson , J. M. Y. Elmsford , NY : Pergamon .
   Google Scholar
• Department of Health White Paper . 1989 . Working for Patients , London : HMSO .
   Google Scholar
• Department of Health White Paper . 1993 . Changing Childbirth. Report of the Expert Maternity Group , London : HMSO .
   Google Scholar
• Fielding , N. G. and Fielding , J. L. 1987 . Linking Data , Newbury Park , CA : Sage .
   Google Scholar
• Garcia , J. , Kilpatrick , R. and Richards , M. 1990 . The Politics of Maternity Care. Services for childbearing women in twentieth century Britain , Oxford : Clarendon .
   Google Scholar
• Gott , S. , Murfin , R. and McSorley , G. 1992 . Evaluating the benefits of standard setting . Journal of Health Care Studies , 5 (4) : 7 – 9 .
   Google Scholar
• Green , J. , Coupland , V. and Kitzinger , J. 1990 . Expectations, experiences and psychological outcomes of childbirth--a prospective study of 825 women . Birth-issues in Perinatal Care , 17 (1) : 15 – 24 .
   Google Scholar
• Gronroos , C. 1990 . Service Management and Marketing: managing the moments of truth , Lexington , MA : Lexington Books .
   Google Scholar
• Gronroos , C. 1997 . From marketing mix to relationship marketing--towards a paradigm shift in marketing . Management Decision , 35 (4) : 322 – 339 .
   Google Scholar
• Gummesson , E. 1997 . Relationship marketing as a paradigm shift: some conclusions from the 30R approach . Management Decision , 35 (4) : 267 – 272 .
   Google Scholar
• Halliday , S. V. 2000 . Maternity care: who, what and how (it) is valued . Service Industries Journal , 20 (4)
   Google Scholar
• Hammersley , M. and Atkinson , P. 1983 . Ethnography: principles and practice , London : Tavistock .
   Google Scholar
• Headley , D. E. and Miller , S. J. 1993 . Measuring service quality and its relationship to future consumer behaviour . Journal of Health Care Marketing , 13 (14) : 32 – 41 .
   Google Scholar
• Hirschman , E. C. 1986 . Humanistic inquiry in marketing research: philosophy, method and criteria . Journal of Marketing Research , 23 (3) : 237 – 249 .
   Google Scholar
• Keveaney , S. M. 1995 . Customer switching behaviour in service industries: an exploratory study . Journal of Marketing , 59 (2) : 71 – 82 .
   Google Scholar
• Kirk , J. and Miller , M. L. 1986 . Reliability and Validity in Qualitative Research , Thousand Islands , CA : Sage .
   Google Scholar
• Kirke , P. N. 1980 . Mothers' views of obstetric care . British Journal of Obstetrics and Gynaecology , 87 (10) : 1029 – 1033 .
   Google Scholar
• Kotler , P. and Bloom , P. N. 1984 . Marketing Professional Services , Englewood Cliffs : Prentice-Hall .
   Google Scholar
• Kotler , P. and Fox , K. F. A. 1985 . Strategic Marketing for Educational Institutions , Englewood Cliffs : Prentice-Hall .
   Google Scholar
• Laing , A. and Cotton , S. 1995 . Towards an understanding of healthcare purchasing: the purchasing behaviour of general practice fundholders . Journal of Marketing Management , 11 (6) : 583 – 600 .
   Google Scholar
• Lincoln , Y. S. and Guba , E. G. 1985 . Naturalistic Enquiry , London : Sage .
   Google Scholar
• Mainiero , L. A. 1986 . Coping with powerlessness . Administrative Science Quarterly , 31 (4) : 633 – 653 .
   Google Scholar
• Marshall , B. and Javalgi , R. G. 1995 . The market for obstetrical services: an integrative approach to building relationships . Journal of Services Marketing , 9 (1) : 60 – 68 .
   Google Scholar
• Mattsson , J. 1997 . Beyond service quality in search of relationship values . Management Decision , 35 (4) : 302 – 303 .
   Google Scholar
• McNeill , P. 1985 . Research Methods , London : Tavistock .
   Google Scholar
• Miles , M. B. and Huberman , A. M. 1994 . Qualitative Data Analysis , Thousand Oaks : Sage .
   Google Scholar
• Oakley , A. 1982 . “ The origins and development of antenatal care ” . In Effectiveness and Satisfaction in Antenatal Care , Edited by: Enkin , M. and Chalmers , I. 1 – 21 . London : Heinemann .
   Google Scholar
• Oakley , A. 1984 . The Captured Womb: a history of the medical care of pregnant women , Oxford : Blackwell .
   Google Scholar
• Parasuraman , A. , Berry , L. L. and Zeithaml , V. 1988 . SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 (1) : 12 – 40 .
   Google Scholar
• Parasuraman , A. , Berry , L. L. and Zeithaml , V. 1990 . An empirical examination of relationships in an extended service quality model , Marketing Science Institute Working Paper, Report no. 90-122 Cambridge , MA : Marketing Science Institute .
   Google Scholar
• Parasuraman , A. , Berry , L. L. and Zeithaml , V. 1993 . More on improving service quality measurement . Journal of Retailing , 69 (1) : 140 – 147 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 (4) : 41 – 50 .
   Google Scholar
• Paterson , C. M. , Chapple , J. C. , Beard , R. W. , Joffe , M. , Steer , P. J. and Wright , C. S. W. 1991 . Evaluating the quality of the maternity services--a discussion paper . British Journal of Obstetrics and Gynaecology , 98 (11) : 1073 – 1078 .
   Google Scholar
• Phillips , C. R. 1988 . Single room maternity care for maximum cost-efficiency . Perinatology-Neonatology , March/April : 22 – 31 .
   Google Scholar
• Proctor , S. 1997 . “ Perceptions of service quality in maternity care ” . University of Bradford . Unpublished PhD thesis
   Google Scholar
• Reid , M. and Garcia , J. 1989 . “ Women's views of care during pregnancy and childbirth ” . In Effective Care in Pregnancy and Childbirth , Edited by: Chalmers , I. , Enkin , M. and Keirse , M. 131 – 142 . Oxford : Oxford University Press .
   Google Scholar
• Rudie , M. J. and Wansley , H. B. 1985 . “ The Merrill Lynch quality program ” . In Service Marketing in a Changing Environment , Edited by: Bloch , T. M. , Upah , G. D. and Zeithaml , V. A. 7 – 9 . Chicago : American Marketing Association .
   Google Scholar
• Sayer , A. 1992 . Method in Social Science, a Realist Approach , London : Routledge .
   Google Scholar
• Silverman , D. 1993 . Interpreting Qualitative Data , London : Sage .
   Google Scholar
• Steele , K. 1992 . Patients as experts: consumer appraisal of health services . Public Money and Management , October/December : 31 – 37 .
   Google Scholar
• Tjosvold , D. 1989 . Interdependence and power between managers and employees: a study of the leader relationship . Journal of Management , 15 (1) : 49 – 62 .
   Google Scholar
• Towl , G. 1991 . Scrutininising the power complex . Nursing Standard , 5 : 50
   Google Scholar
• Wilson , H. S. 1989 . “ The craft of qualitative analysis ” . In Research in Nursing , Edited by: Wilson , H. S. 452 – 499 . Menlo Park , CA : Addison-Wesley .
   Google Scholar
• Winterton , N. 16 October 1991 . Maternity Services, Preconception, Parliamentary Select Report , vol. 1 , 16 October , London : HMSO .
   Google Scholar
• Wolcott , H. F. 1994 . Transforming Qualitative Data: description, analysis and interpretation , Thousand Oaks : Sage .
   Google Scholar
• Wolfe , D. 1982 . Epistemology--the justification of belief , Illinois : InterVarsity Press .
   Google Scholar