Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Purpose – The purpose of the study is to uncover the desired qualities and behaviours that patients believe GPs should have in medical (service recovery) encounters. In particular, we try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that th...

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Bibliographic Details

Main Authors:	Thorsten Gruber, Fabricio Frugone
Format:	Default Article
Published:	2011
Subjects:	Other commerce, management, tourism and services not elsewhere classified Service recovery Doctor-patient relationship Health services Laddering Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11918
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