Stakeholder strategies for service: conceptualising user-focused service in nursing home care - Freek Lapré & Gillian Wright

Best Practice English Journal for strategic marketing First published: 24-07-2015
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). checked

Freek Lapré is Senior Lecturer at TIAS Business School Tilburg The Netherlands
Gillian Wright is Professor Marketing at Manchester Metropolitan University United Kingdom

Recommended by author: Is about marketing in elderly care

Link to publication: http://dx.doi.org/10.1080/0965254X.2014.970216

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Lapré Wright Strategic Marketing (pdf)