Service Quality and Stakeholder Decision-Making in Elderly Care (Conference presentation)
Lapré, F./ Wright, G.
Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Lapré, F. | en |
| dc.contributor.author | Wright, G. | en |
| dc.date.accessioned | 2016-05-31T14:23:42Z | - |
| dc.date.available | 2016-05-31T14:23:42Z | - |
| dc.identifier.citation | International Conference on Contemporary Marketing Issues (ICCMI) 13 – 15 June 2012 Thessaloniki, Greece | - |
| dc.identifier.uri | http://195.251.240.227/jspui/handle/123456789/1229 | - |
| dc.description | Άρθρο Συνεδρίου--ΑΤΕΙΘ, 2012 | - |
| dc.format.extent | 496Κb | - |
| dc.relation.ispartof | International Conference on Contemporary Marketing Issues (ICCMI) | - |
| dc.rights | Default License | - |
| dc.rights | Το τεκμήριο πιθανώς υπόκειται σε σχετική με τα Πνευματικά Δικαιώματα νομοθεσία | - |
| dc.rights | This item is probably protected by Copyright Legislation | - |
| dc.source.uri | http://195.251.240.227/jspui/handle/123456789/1176 | - |
| dc.source.uri | http://www.mba.teithe.gr/wp-content/uploads/courses/ICCMI2012CONFERENCEPROCEEDINGS.pdf | - |
| dc.subject | Service quality | en |
| dc.subject | Nursing homes | en |
| dc.subject | Aging | en |
| dc.subject | Consumer behaviour | en |
| dc.subject | Stakeholders | en |
| dc.subject | Ποιότητα εξυπηρέτησης | el |
| dc.subject | Γηροκομεία | el |
| dc.subject | Γηράσκων | el |
| dc.subject | Συμπεριφορά καταναλωτή | el |
| dc.subject | Ενδιαφερόμενοι φορείς | el |
| dc.title | Service Quality and Stakeholder Decision-Making in Elderly Care | en |
| heal.type | conferenceItem | - |
| heal.type.en | Conference presentation | en |
| heal.dateAvailable | 2016-05-31T14:24:42Z | - |
| heal.language | en | - |
| heal.access | free | - |
| heal.recordProvider | Σχολή Διοίκησης και Οικονομίας / Τμήμα Διοίκησης Επιχειρήσεων | el |
| heal.publicationDate | 2012-06 | - |
| heal.bibliographicCitation | Lapré, F. & Wright, G., 2012, 'Service Quality and Stakeholder Decision-Making in Elderly Care', ICCMI, 13 – 15 June 2012 Thessaloniki, Greece, Alexander Technological Educational Institute (ATEI) of Thessaloniki, Thessaloniki, pp. 311-315. | en |
| heal.abstract | The imperative of the age demographic makes services for the elderly a key contemporary marketing issue and challenge in the coming years. We consider this demographic dynamic in detail, highlighting the magnitude of the challenge of the older segment in real terms. Building on this, we address the nature service quality and satisfaction applying this to the nursing home sector. Building on the extant service quality literature, we undertook nine semistructured interviews amongst residents, families and managers of nursing homes in order to understand the nature of the decision and the elements of quality that are considered during this process. Our results highlight the unique features of nursing home expectations and decisions. There are few expectations of service, home is the preferred option, though not available and so this is a negative choice. It is usually a choice that is permanent, though a key feature of the decision stage is the hope of returning home. This service is characterised by high complexity and multiple stakeholders along with a gap between users and service delivers perceptions of what is important. Conceptually, the importance of attributes replaces expectation in the consideration of service quality, and we highlight an important gap between management understanding and the reality of stakeholder experiences. | en |
| heal.publisher | Alexander Technological Educational Institute (ATEI) of Thessaloniki, Department of Marketing | en |
| heal.publisher | Bucks New University | en |
| heal.fullTextAvailability | true | - |
| heal.conferenceName | International Conference on Contemporary Marketing Issues (ICCMI) | - |
| heal.conferenceItemType | full paper | - |
| heal.type.el | Δημοσίευση σε συνέδριο | el |
| Appears in Collections: | ICCMI (2012) | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Lapré_Wright_Service_Quality_and_Stakeholder_Decision-Making.pdf | 496.88 kB | Adobe PDF | View/Open |
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