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All Outputs (3)

A new perspective on customer satisfaction and service quality measurement using service-dominant logic (2016)
Presentation / Conference
Smith, M., & Lerigo-Jones, M. (2016, June). A new perspective on customer satisfaction and service quality measurement using service-dominant logic. Paper presented at Performance Measurement Association Conference 2016, Edinburgh, Scotland

Service-based performance measures assess discreet service encounters, rather than value-in-use. However, service-dominant logic suggests a longer term focus is more appropriate, offering businesses the chance to build relationships and customer loya... Read More about A new perspective on customer satisfaction and service quality measurement using service-dominant logic.

Just what the doctor ordered: Measuring service quality in GP practices (2014)
Presentation / Conference
Smith, M. (2014, June). Just what the doctor ordered: Measuring service quality in GP practices. Paper presented at EurOMA Conference 2014, Palermo, Italy

This paper presents the findings from a research project looking at the measurement of service quality in English GP Surgeries. It uses an expert panel to classify questions from an existing large scale survey into the SERVQUAL dimensions, which are... Read More about Just what the doctor ordered: Measuring service quality in GP practices.

The English patient experience (2011)
Presentation / Conference
Smith, M., & Phippen, A. (2011, July). The English patient experience. Paper presented at 18th International EurOMA Conference, Cambridge, England

Understanding the interaction between performance measurement, quality of care and patient satisfaction is important in managing healthcare. The family doctor is typically the first point of contact for patients and the gatekeeper for most treatments... Read More about The English patient experience.