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Stakeholder strategies for service: conceptualising user-focused service in nursing home care

Lapré, F and Wright, G (2015) Stakeholder strategies for service: conceptualising user-focused service in nursing home care. Journal of Strategic Marketing, 23 (5). pp. 412-422. ISSN 0965-254X

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Abstract

© 2014 Taylor & Francis. In the context of the demographic imperative of the worldwide ageing population, this paper proposes a framework to understand the dimensions for service quality in stakeholder perceptions of elderly nursing home care. Using extant theory on service quality and satisfaction, we explore, through semi-structured interviews, the expectations and experience of service from the perspectives of residents, family/friends and service managers. Our conceptualisation has resonance with generic notions of service quality: responsiveness, tangibles, assurance and empathy. However, systems orientation is an additional important element of experience. Expectations included issues concerning the room, care comparable to home and service outcome (returning home).

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