Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers

McClymont, Hoda (2013) Attributes used by regional Australian back pain sufferers to evaluate treatment types and service providers. In: ANZMAC 2013: Engaging With Our Future, 1-4 Dec 2013, Auckland, New Zealand.

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Abstract

The aim of this research was to identify the key service attributes used by back pain sufferers to measure their satisfaction with mainstream and alternative treatments and service providers. The convergent interviewing technique was used to interview 12 respondents in a regional town in Australia. The research identified four key quality dimensions: treatment outcome, treatment style, service provider; and service practice. Although some of the attributes under each of these dimensions have been identified in the back pain service quality literature, others were new such as for example, changes in posture; restoration of peaceful sleeping patterns; treatment style being comfortable; being told upfront how many treatments are needed and what the expected outcomes will be; and getting results after a reasonable two to three treatments. Furthermore, the research showed that both the treatment style and service can contribute to satisfaction on their own or simultaneously.


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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Paper 2013-058. No evidence of copyright restrictions preventing deposit.
Faculty / Department / School: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 21 Jan 2014 05:25
Last Modified: 22 Feb 2017 00:58
Uncontrolled Keywords: service quality, customer satisfaction, healthcare, back pain
Fields of Research : 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150599 Marketing not elsewhere classified
Socio-Economic Objective: C Society > 92 Health > 9202 Health and Support Services > 920204 Evaluation of Health Outcomes
URI: http://eprints.usq.edu.au/id/eprint/24501

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