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MacLachlan, Malcolm and McAuliffe, Eilish (1992) Overcoming Clinicians′ Resistance to Consumer Satisfaction Surveys. Journal of Management in Medicine, 6 (3). pp. 52-56. ISSN 0268-9235
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Abstract
Conducting a consumer satisfaction survey can be fraught with difficulties. Although these difficulties are rarely discussed, they may bias the research by influencing the nature of the data which are finally reported in the survey results. Discusses problems and offers solutions regarding control and compliance, acknowledging objectors, “ownership” of the project, “ownership” of patients, professional rivalries, who should be assessed, how questions should be asked, how results should be reported and who should undertake the survey. Concludes with ten questions to ask oneself before conducting a customer or patient satisfaction survey for a health service.
| Item Type: | Article |
|---|---|
| Keywords: | consumerism; consumer attitudes; research; operations management; service quality; |
| Academic Unit: | Assisting Living & Learning,ALL institute Faculty of Science and Engineering > Psychology |
| Item ID: | 19464 |
| Identification Number: | 10.1108/02689239210017974 |
| Depositing User: | Malcolm MacLachlan |
| Date Deposited: | 04 Feb 2025 15:17 |
| Journal or Publication Title: | Journal of Management in Medicine |
| Publisher: | MCB University Press |
| Refereed: | Yes |
| Related URLs: | |
| URI: | https://mural.maynoothuniversity.ie/id/eprint/19464 |
| Use Licence: | This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here |
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