Concepts in service marketing for healthcare professionals

Patients are becoming increasingly involved in making healthcare choices as their burden of healthcare costs continues to escalate. At the same time, healthcare has entered a tightened market economy. For these reasons, the marketing of healthcare services has become essential for the financial surv...

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Bibliographic Details
Published in:The American journal of surgery 2001, Vol.181 (1), p.1-7
Main Authors: Corbin, Christopher L, Kelley, Scott W, Schwartz, Richard W
Format: Article
Language:English
Subjects:
Biological and medical sciences
Brand loyalty
Clinical outcomes
Commodities
Consumer Behavior
Consumers
Consumption
Customer satisfaction
Customer services
GDP
General aspects
Gross Domestic Product
Health care
Health care industry
Health services
Health Services Administration
Health systems. Social services
Healthcare
Humans
Market economies
Market shares
Marketing
Marketing of Health Services
Medical personnel
Medical sciences
Patient Satisfaction
Perceptions
Physicians
Practice Management, Medical
Principles
Product Line Management
Public health. Hygiene
Public health. Hygiene-occupational medicine
Quality of Health Care
Quality of service
Reimbursement
Service industries
Service marketing
United States
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Summary:Patients are becoming increasingly involved in making healthcare choices as their burden of healthcare costs continues to escalate. At the same time, healthcare has entered a tightened market economy. For these reasons, the marketing of healthcare services has become essential for the financial survival of physicians and healthcare organizations. Physicians can successfully use the fundamental service marketing principles proven by other service industries to win patient satisfaction and loyalty and remain competitive in today’s market economy. Understanding concepts such as service quality zone of tolerance, levels of consumer satisfaction, the branding of services, patient participation, and service recovery can be useful in achieving these goals.
ISSN:0002-9610
1879-1883
DOI:10.1016/S0002-9610(00)00535-3