The value-expectations relationship: connecting customer-perceived value with the expectations of pharmacy-offered services

Hamilton, John, and Tee, Singwhat (2010) The value-expectations relationship: connecting customer-perceived value with the expectations of pharmacy-offered services. Information and Management, 47. pp. 1-18. (Unpublished)

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Abstract

This nation-wide pharmacy study captures, maps and explains three dimensions of customer value (measured as performance, service and satisfaction). Under structural equation modeling (SEM) the literature-supported current and proposed pharmacy services (measured as intention and extension expectations constructs) directly relate to the three customer-perceived dimensions of value. This study validates and confirms the Value Expectations relationship. It has wide application to other customer-engaging health and services industries. Managed through SEM, the Value Expectations relationship can also assist in optimizing services offered to customer-perceived value solutions, and this information can also be engaged to build customer responsive business intelligence systems across the business-customer interface.

Item ID: 14863
Item Type: Article (Refereed Research - C1)
ISSN: 0378-7206.
Date Deposited: 15 May 2011 06:33
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 100%
SEO Codes: 89 INFORMATION AND COMMUNICATION SERVICES > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified @ 100%
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