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| Titel: |
Service Quality Assessment of Workers' Compensation Health Care Delivery Programs in New York State Using SERVQUAL |
| Auteur: |
Arunasalam, Mark Paulson, Albert Wallace, William |
| Verschenen in: |
Health marketing quarterly |
| Paginering: | Jaargang 21 (2004) nr. 1-2 pagina's 29-64 |
| Jaar: |
2004-07-14 |
| Inhoud: |
Preferred provider organizations (PPOs) provide healthcare services to an expanding proportion of the U.S. population. This paper presents a programmatic assessment of service quality in the workers' compensation environment using two different models: the PPO program model and the fee-for-service (FFS) payor model. The methodology used here will augment currently available research in workers' compensation, which has been lacking in measuring service quality determinants and assessing programmatic success/failure of managed care type programs. Results indicated that the SERVQUAL tool provided a reliable and valid clinical quality assessment tool that ascertained that PPO marketers should focus. on promoting physician outreach (to show empathy) and accessibility (to show reliability) for injured workers. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
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