Patient Influences on Satisfaction and Loyalty for GP Services

REFERENCES

• Ammentorp , J. , Mainz , J. , & Sabroe , S. ( 2005 ). Parents' priorities and satisfaction with acute pediatric care . Archives of Pediatrics and Adolescent Medicine , 159 , 127 – 131 .
   PubMed Web of Science ®Google Scholar
• Amyx , D. , Mowen , J. C. , & Hamm , R. (2000). Patient satisfaction: A matter of choice. Journal of Services Marketing , 14, 557–572.
   Google Scholar
• Anderson , E. W. , Fornell , C. , & Lehmann , D. R. ( 1994 , July ). Customer satisfaction, market share and profitability: Findings from Sweden . Journal of Marketing , 58 , 53 – 66 .
   Web of Science ®Google Scholar
• Australian Bureau of Statistics . ( 2003 ). Health services: Medical practitioners. Retrieved April 10, 2010, from http://www.abs.gov.au/AUSSTATS/[email protected]/2f762f95845417aeca25706c00834efa/2a7c6e498f342fb2ca2570eb008398cb!OpenDocument
   Google Scholar
• Australian Bureau of Statistics . ( 2004 ). Healthcare delivery and financing. Retrieved from www.abs.gov.au
   Google Scholar
• Baker , L. , Zucker , P. J. , & Gross , M. J. ( 1998 ). Using client satisfaction surveys to evaluate and improve services in locked and unlocked adult inpatient facilities . Journal of Behavioural Health Services and Research , 25 ( 1 ), 51 – 63 .
   PubMed Web of Science ®Google Scholar
• Bauman , A. E. , Fardy , H. J. , & Harris , P. G. ( 2003 ). Getting it right: Why bother with patient-centred care? Medical Journal of Australia , 179 , 253 – 256 .
   PubMed Web of Science ®Google Scholar
• Beerli , A. , Martin , J. D. , & Quintana , A. ( 2004 ). A model of customer loyalty in the retail banking market . European Journal of Marketing , 38 ( 1/2 ), 253 – 275 .
   Google Scholar
• Bendall-Lyon , D. , & Powers , T. L. ( 2004 ). The impact of structure and process attributes on satisfaction and behavioural intentions . Journal of Services Marketing , 18 ( 2 ), 114 – 121 .
   Google Scholar
• Bennett , R. , & Rundle-Thiele , S. R. ( 2004 ). Customer satisfaction should not be the only goal . Journal of Services Marketing , 18 , 514 – 524 .
   Google Scholar
• Bielen , F. , & Demoulin , N. ( 2007 ). Waiting time influence on the satisfaction-loyalty relationship in services . Managing Service Quality , 17 , 174 – 193 .
   Google Scholar
• Bitner , M. J. , Faranda , W. T. , Hubbert , A. R. , & Zeithaml , V. A. ( 1997 ). Customer contributions and roles in service delivery . International Journal of Service Industry Management , 8 , 193 – 205 .
   Google Scholar
• Bloemer , J. M. M. , & Kasper , H. D. P. ( 1995 ). The complex relationship between consumer satisfaction and brand loyalty . Journal of Economic Psychology , 16 , 311 – 329 .
   Web of Science ®Google Scholar
• Chitwood , D. D. , Comerford , M. , & McCoy , H. V. ( 2002 ). Satisfaction with access to health care among injection drug users, other drug users and nonusers . Journal of Behavioural Health Services and Research , 29 , 189 – 197 .
   PubMed Web of Science ®Google Scholar
• Cho , W. H. , Lee , H. , Kim , C. , Lee , S. , & Choi , K. S. ( 2004 ). The impact of visit frequency on the relationship between service quality and outpatient satisfaction: A South Korean study . Health Services Research , 39 ( 1 ), 13 – 34 .
   PubMed Web of Science ®Google Scholar
• Cronin , J. J. , Brady , M. K. , & Hult , G. T. M. ( 2000 ). Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments . Journal of Retailing , 76 , 193 – 218 .
   Web of Science ®Google Scholar
• Deeter-Schmelz , D. R. , & Kennedy , K. N. ( 2003 ). Patient care teams and customer satisfaction: The role of team cohesion . Journal of Services Marketing , 17 , 666 – 684 .
   Google Scholar
• Delgado-Ballester , E. , & Munuera-Aleman , J. L. ( 2001 ). Brand trust in the context of consumer loyalty . European Journal of Marketing , 35 , 1238 – 1258 .
   Google Scholar
• Dubois , B. A. , & Gilles , L. ( 1999 ). A situational approach to brand loyalty . Advances in Consumer Research , 26 , 657 – 663 .
   Google Scholar
• Ennew , C. T. , & Binks , M. R. ( 1996 ). Good and bad customers: The benefits of participating in the banking relationship . International Journal of Bank Marketing , 14 ( 2 ), 5 – 13 .
   Google Scholar
• Frazer Winstead , K. (2000). Patient satisfaction with medical encounters: A cross cultural perspective. International Journal of Service Industry Management , 11, 399–421.
   Google Scholar
• Ganesh , J. , Arnold , M. J. , & Reynolds , K. E. ( 2000 , July ). Understanding the customer base of service providers: An examination of the differences between switchers and stayers . Journal of Marketing , 64 , 65 – 87 .
   Web of Science ®Google Scholar
• Gesell , S. B. ( 2003 ). Listening to your patients . Oncology Issues , 18 ( 1 ), 25 – 28 .
   Google Scholar
• Green , P. E. , Tull , D. S. , & Albaum , G. ( 1988 ). Research for marketing decisions , (5th ed.) . Upper Saddle River , NJ : Prentice-Hall International Editions .
   Google Scholar
• Gronroos , C. ( 1984 ). A service quality model and its marketing implications . European Journal of Marketing , 18 ( 4 ), 36 – 44 .
   Web of Science ®Google Scholar
• Gummeras , J. , Liljander , V. , Pura , M. , & van Riel , A. ( 2004 ). Customer loyalty to content-based web sites: The case of an online health-care service . Journal of Services Marketing , 18 ( 3 ), 175 – 186 .
   Google Scholar
• Harris , K. , Harris , R. , & Baron , S. ( 2001 ). Customer participation in retail service: Lessons from Brecht . International Journal of Retail and Distribution Management , 29 , 359 – 369 .
   Google Scholar
• Hausman , A. V. ( 2003 ). Professional service relationships: A multi context study of factors impacting satisfaction, loyalty and word of mouth . Journal of Services Marketing , 17 , 226 – 242 .
   Google Scholar
• Hausman , A. ( 2004 ). Modelling the patient–physician service encounter: Improving patient outcomes . Journal of the Academy of Marketing Science , 32 , 403 – 420 .
   Web of Science ®Google Scholar
• Howard , P. B. , Rayens , M. K. , El-Mallakh , P. , & Clark , J. J. ( 2007 ). Predictors of satisfaction among adult recipients of Medicaid mental health services . Archies of Psychiatric Nursing , 21 , 257 – 269 .
   PubMed Web of Science ®Google Scholar
• Hsieh , A.-T. , Yen , C.-H. , & Chin , K.-C. ( 2004 ). Participative customers as partial employees and service provider workloads . International Journal of Service Industry Management , 15 , 187 – 199 .
   Google Scholar
• Huber , F. , & Herrman , A. ( 2001 ). Achieving brand and dealer loyalty: The case of the automotive industry . International Review of Retail, Distribution and Consumer Research , 11 ( 2 ), 97 – 122 .
   Google Scholar
• Jacoby , J. , & Chestnut , R. ( 1978 ). Brand loyalty: Measurement and management . New York , NY : Wiley .
   Google Scholar
• Jones , M. A. , & Suh , J. ( 2000 ). Transaction-specific satisfaction and overall satisfaction: An empirical examination . Journal of Services Marketing , 14 , 147 – 159 .
   Google Scholar
• Keh , H. T. , & Teo , C. W. ( 2001 ). Retail customers as partial employees in service provision: A conceptual framework . International Journal of Retail & Distribution Management , 29 , 370 – 378 .
   Google Scholar
• Kellogg , D. L. , Youngdahl , W. E. , & Bowen , D. E. ( 1997 ). On the relationship between customer participation and satisfaction: Two frameworks . International Journal of Service Industry Management , 8 , 206 – 219 .
   Google Scholar
• Kelly , S. W. , Donnelley , J. H. , & Skinner , S. J. ( 1990 ). Customer participation in service production and delivery . Journal of Retailing , 66 , 314 – 335 .
   Web of Science ®Google Scholar
• Kelly , S. W. , Skinner , S. J. , & Donnelley , J. H. ( 1992 ). Organizational socialization of service customers . Journal of Business Research , 25 , 197 – 214 .
   Web of Science ®Google Scholar
• Kilmartin , D. (2000). Key issues for the profession and the community. Retrieved from http://www.adavb.com.au/main/news/articles/CorporatisationofDentalPractice2.pdf
   Google Scholar
• Kline , R. B. ( 1998 ). Principles and practice of structural equation modelling . Montreal , Quebec , Canada : The Guilford Press .
   Google Scholar
• Kolb , S. J. , Race , K. E. , & Seibert , J. H. ( 2000 ). Psychometric evaluation of an inpatient psychiatric care consumer satisfaction survey . Journal of Behavioural Health Services and Research , 27 ( 1 ), 75 – 86 .
   PubMed Web of Science ®Google Scholar
• Kotze , T. G. , & Plessis , P. J. ( 2003 ). Students as co-producers of educations: A proposed model of student socialisation and participation at tertiary institutions . Quality Assurance in Education , 11 ( 4 ), 186 – 201 .
   Google Scholar
• Malthouse , E. C. , Oakley , J. L. , Calder , B. J. , & Iacobucci , D. ( 2004 ). Customer satisfaction across organisational units . Journal of Service Research , 6 , 231 – 242 .
   Google Scholar
• Mattila , A. S. , & Wirtz , J. ( 2002 ). The impact of knowledge types on the consumer search process: An investigation on the context of credence services . International Journal of Service Industry Management , 13 , 214 – 230 .
   Google Scholar
• Mittal , B. , & Lassar , W. M. ( 1998 ). Why do customers switch? The dynamics of satisfaction versus loyalty . Journal of Services Marketing , 12 , 177 – 194 .
   Google Scholar
• Oliver , R. L. ( 1997 ). Satisfaction: A behavioral perspective on the consumer . New York , NY : McGraw-Hill International .
   Google Scholar
• Pan , F. , & Chen , C. S. ( 2004 ). Enhancing competitive advantage of hospitals through linguistics evaluation on customer perceived value . Journal of the American Academy of Business , 5 , 481 – 485 .
   Google Scholar
• Rundle-Thiele , S. R. ( 2005 ). Exploring loyalty to wine retailers . Journal of Retailing and Consumer Services , 12 , 333 – 344 .
   Google Scholar
• Rust , R. T. , Zoharik , A. J. , & Keiningham , T. L. ( 1985 , April ). Return on quality (ROQ): Making service quality financially accountable . Journal of Marketing , 59 , 58 – 70 .
   Google Scholar
• Shemwell , D. J. , Yavas , U. , & Bilgin , B. ( 1998 ). Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship-oriented outcomes . International Journal of Service Industry Management , 9 , 155 – 168 .
   Google Scholar
• Venn , S. , & Fone , D. L. ( 2005 ). Assessing the influence of socio-demographic factors and health status on expression of satisfaction with GP services . Clinical Governance , 10 , 118 – 125 .
   Google Scholar
• Vukmir , R. B. ( 2006 ). Customer satisfaction . International Journal of Health Care Quality Assurance , 19 ( 1 ), 8 – 31 .
   Google Scholar
• Yen , H. R. , Gwinner , K. P. , & Su , W. ( 2004 ). The impact of customer participation and service expectation on Locus attributions following service failure . International Journal of Service Industry Management , 15 ( 1 ), 7 – 26 .
   Google Scholar