Evaluating Health Care Services from the Perspective of the Elderly

References

• Baker , G. and Krincr , R. 1987 . “Perceptions of Health Care Needs of the Elderly,” . In Advances in Health Care Research , Edited by: Lancaster , W. and Venkateson , M. 53 – 57 . Silver Springs, MD : American Association for Advances in Health Care Research .
   Google Scholar
• Bearden , W. J. and Teel , J. E. 1983 . “Selected Determinants of Consumer Satisfaction and Complaint Reports” . Journal of Marketing Research , 20 February : 21 – 28 .
   Web of Science ®Google Scholar
• Brown , S. and Swartz , T. 1989 . “A Gap Analysis of Professional Service Quality” . Journal of Marketing , 53 : 92 – 98 .
   Web of Science ®Google Scholar
• 1986 . “Last Year It Was the Yuppies-This Year It's Their Parents” . Business Week , March 10 : 68,72,74
   Google Scholar
• Chang , Y. N. and Platt , W. 1987 . “The First Powerful Step in Strategic Development” . Journal of Health Care Marketing , 7 June : 50 – 55 .
   Google Scholar
• Churchill , G. A. and Surprenant , C. 1982 . “An Investigation Into the Determinants of Customer Satisfaction” . Journal of Marketing Research , 19 November : 491 – 504 .
   Web of Science ®Google Scholar
• Cisneros , R. J. 1988 . “Is the Risk of Failure Increasing in the Hospital Industry?” . Healthcare Financial Management , July : 42 – 50 .
   PubMedGoogle Scholar
• Cole , C. A. and Houston , M. J. 1987 . “Encoding and Media Effect on Consumer Learning Deficiencies in the Elderly” . Journal of Marketing Research , 24 : 55 – 63 .
   Web of Science ®Google Scholar
• Dolinsky , A. L. and Caputo , R. K. 1990 . “The Role of Health Care Attributes and Demographics in the Determination of Health Care Satisfaction” . Journal of Health Care Marketing , 10 December : 31 – 39 .
   PubMedGoogle Scholar
• Follard , S. , Ziegenfuss , J. T. Jr. and Chao , P. 1988 . “Implications of Prospective Payment Under DRG's for Hospital Marketing” . Journal of Health Care Mar-keting , 8 December : 29 – 36 .
   PubMedGoogle Scholar
• Garvin , D. A. 1984 . “What Does 'Product Quality∗ Really Mean?,∗ . Sloan Management Review , Fall : 25 – 43 .
   Google Scholar
• Garvin , D. A. 1987 . “Competing on the Eight Dimensions of Quality,” . Harvard Business Review , 65 November-December : 101 – 109 .
   Web of Science ®Google Scholar
• Groonos , C. 1982 . “A Service Quality Model and Its Marketing Implications” . European Journal of Marketing , 18 : 36 – 44 .
   Google Scholar
• Groonos , C. 1983 . Strategic Management and Marketing in the Service Sector , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Lehtinen , J. R. and Lehluien , U. 1982 . Service Quality: A Study of Quality Dimensions, Unpublished working paper , Helsinki : Service Management Institute .
   Google Scholar
• Linden , F. 1986 . “The $800 Billion Market” . American Demographics , 8 (February) : 4, 6
   Google Scholar
• Lumpkin , J. , Strutton , H. D. , Lim , C. and Lowery , S. 1989 . “An Information Source Treatment for the Vexing Problem of Medication Misuse Among the Elderly” . Journal of Pharmaceutical Marketing and Management , 4 : 25 – 45 .
   Google Scholar
• 1984 . “The Year 2000: A Demographic Profile of Uie Consumer Market” . Marketing News , May 25 : 8 – 10 .
   Google Scholar
• Malhotra , N. H. 1988 . “Health Care Marketing Warfare” . Journal of Health Care Marketing , 8 March : 17 – 29 .
   PubMedGoogle Scholar
• Morris , L. A. , Grossman , R. , Barkdoll , G. , Gordon , E. and Chun , M. 1987 . “Information Search Activities Among Elderly Prescription Drug Users” . Journal of Health Care Marketing , 7 December : 5 – 15 .
   PubMedGoogle Scholar
• Oliver , R. L. 1979 . “Product Dissatisfaction as a Function of Prior Expectation and Subsequent Djsconfirmation: New Evidence” . In New Dimensions of Consumer Satisfaction and Complaining Behavior , Edited by: Day , R. and Hunt , K. 66 – 71 . Bloomington : Indiana University .
   Google Scholar
• Orsini , J. L. 1990 . “Defining Dimensions of Service Quality: An Alternative Approach,” . Enhancing Knowledge Development in Marketing, American Marketing Association Educators' Proceedings . 1990 . pp. 361 – 365 .
   Google Scholar
• Orsini , J. L. . “Dimensions of Quality for Financial Investment Services . Proceedings, International Conference on Services Marketing . pp. 188 – 198 .
   Google Scholar
• Parasuraman , A. , Zeithami , V. A. and Berry , L. 1985 . “A Conceptual Model of Service Quality and Its Implications for Future Research” . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithami , V. A. and Berry , L. 1986 . Servquat: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Pascoe , G. C. 1983 . “Patient Satisfaction in Primary Health Care: A Literature Review & Analysis” . Evaluation and Planning , : 185 – 210 .
   Google Scholar
• Petjrc , P. 1986 . “Marketers Mine for Gold in the Old” . Fortune , March 31 : 70 – 78 .
   Google Scholar
• Phillips , L. and Stemlhal , B. 1977 . “Age Differences in Information-Processing: A Perspective on the Aged Consumer” . Journal of Marketing Research , 14 : 444 – 457 .
   Web of Science ®Google Scholar
• Real , M. R. , Anderson , N. and Harrington , M. 1980 . “Television Access for Older Adults” . Journal of Communication , 30 Winter : 74 – 76 .
   Google Scholar
• Reidenbach , R. E. and Sandifer-Smallwood , B. 1990 . “Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach” . Journal of Health Care Marketing , 10 December : 47 – 55 .
   PubMedGoogle Scholar
• Roedder-John , D. and Cole , C. A. 1986 . “Age Differences in Information-Processing: Understanding Deficits in Young and Elderly Consumers” . Journal of Consumer Research , 13 : 297 – 315 .
   Google Scholar
• Samli , A. C. 1967 . “The Elusive Senior Market” . Dimensions , : 7 – 16 .
   Google Scholar
• Singh , J. 1989 . “The Patient Satisfaction Concept: A Review and Reconcep-tualization,” . In Advances in Consumer Research , Vol. 16 , 176 – 179 . Provo, UT : Association for Consumer Research .
   Google Scholar
• Spoils , H. E. Jr. and Schewe , C. D. 1989 . “Communicating With the Elderly Consumer: The Growing Health Care Challenge” . Journal of Health Care Marketing , 9 September : 36 – 44 .
   Google Scholar
• Smith , R. B. , Mosehis , G. P. and Moore , R. L. 1985 . “Some Advertising Influences on the Elderly Consumer: Implications for Theoretical Consideration,” . In Current Issues in Research and Advertising , 187 – 209 . Ann Arbor, MI : Graduate School of Business, University of Michigan .
   Google Scholar
• Smith , S. M. and Clark , M. 1990 . “Hospital Image and the Positioning of Service Centers: An Application of Market Analysis and Strategy Development” . Journal of Health Care Marketing , 10 September : 13 – 22 .
   PubMedGoogle Scholar
• Strutton , H. D. and Pelton , L. 1991 . “The Influence of the Elderly's information Search on Their Adoption of Health Care Innovations,” Unpublished Working Paper
   Google Scholar
• Teinowilz , I . 1989 . “Modern Maturity-No Signs of Gray” . Advertising Age , February 20 : 12
   Google Scholar
• Ware , J. , Snyder , M. , Wright , W. R. and Davis , A. R. 1983 . “Defining and Measuring Patient Satisfaction with Medical Care” . Evaluation and Planning , 6 : 247 – 264 .
   PubMedGoogle Scholar
• Woodside , A. G. , Nielsen , R. L. , Walters , P. and Muller , G. D. 1988 . “Preference Segmentation of Health Care Services: The Old-Fashioncds, Value Conscious, Affluents, and Professional Want-It-Alls” . Journal of Health Care Marketing , 8 June : 14 – 24 .
   PubMedGoogle Scholar
• Zallocco , R. L. and Joseph , W. B. 1991 . “Strategic Market Planning in Hospitals: Is It Done? Does It Work?” . Journal of Health Care Marketing , 11 March : 5 – 11 .
   PubMedGoogle Scholar