TY - JOUR
T1 - Exploring the Nature of Value in the Word-of-Mouth Referral Equation for Health Care
AU - Dobele, Angela
AU - Lindgreen, Adam
PY - 2011
Y1 - 2011
N2 - Understanding the nature of customer value in health care is critical given the diversity of consumer needs, an increase in the number of providers, and resource pressures faced by private and public providers. A move to greater accountability and consumer sensitivity also has driven this need, especially since many providers of health care funds incorporate customer satisfaction into performance measures. To understand consumer value in health care, we focused on one context – word-of-mouth referrals by new mothers. Drawing upon 16 in-depth interviews, we identify the nature of value discussed, including the quality of the experience, staff friendliness and expertise, and source credibility.
AB - Understanding the nature of customer value in health care is critical given the diversity of consumer needs, an increase in the number of providers, and resource pressures faced by private and public providers. A move to greater accountability and consumer sensitivity also has driven this need, especially since many providers of health care funds incorporate customer satisfaction into performance measures. To understand consumer value in health care, we focused on one context – word-of-mouth referrals by new mothers. Drawing upon 16 in-depth interviews, we identify the nature of value discussed, including the quality of the experience, staff friendliness and expertise, and source credibility.
KW - Value
KW - Word-of-mouth referrals
KW - Health care
KW - Interpretive research
U2 - 10.1080/0267257X.2011.545677
DO - 10.1080/0267257X.2011.545677
M3 - Journal article
SN - 0267-257X
VL - 27
SP - 269
EP - 290
JO - Journal of Marketing Management
JF - Journal of Marketing Management
IS - 3-4
ER -