An Examination of Blood Center Structure and Hospital Customer Satisfaction: What Can Centralized and Decentralized Blood Centers Learn from Each Other?

The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This stud...

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Bibliographic Details
Published in:Health marketing quarterly 2005-01, Vol.22 (3), p.21-42
Main Authors: Carden, Robert, DelliFraine, Jami L.
Format: Article
Language:English
Subjects:
Blood & organ donations
blood banking
Blood banks
Blood Banks - organization & administration
Blood center
centralization
Consumer Behavior
Customer satisfaction
decentralization
Health administration
Hospital Administration
Hospitals
Humans
Organizational structure
Professional relationships
Studies
United States
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Summary:The cost of blood and blood products has increased rapidly over the last several years while the supply of available blood donors has simultaneously decreased. Higher blood costs and donor shortages have put a strain on the relationship between blood suppliers and their hospital customers. This study examines the association between blood center centralization or decentralization and several aspects of hospital satisfaction. Centralized and decentralized blood centers have significant differences in various aspects of hospital customer satisfaction. Advantages and disadvantages of the two structures are discussed, as well as areas for future research.
ISSN:0735-9683
1545-0864
DOI:10.1300/J026v22n03_03