The Impact Of Service Quality And Marke
The impact of service quality and marketing on financial performance in the hospital industry: an empirical examination P.s Raju, S.c.Lonial
The hospital industry has become quite competitive in recent times.In an effort to cut costs hospitals are taking serious measures to improve their performance in relation to their competitor’s .Two of the most important steps that hospitals have undertaken are (1) efforts to improve the quality of their services, and (2) efforts to market themselves more effectively. One evidence of the importance of service can be seen in the emergence of constructs such as “quality context” and “market orientation.”
Quality context describes the environment related to quality practices within an organization where as market orientation generally refers to collecting and disseminating marketing generally refers to collecting and disseminating marketing information effectively and being more responsive to customers and competitors.But being market oriented does not guarantee good financial performance for organizations. Process improvements within organizations should result in positive quality outcomes. many organizations are therefore focusing on quality related outcome.similarly marketing concepts are also important
The objective of this paper is to examine how quality and marketing concepts are related to financial performance within the hospital industry. More specifically we will examine the relationships among quality context(QC), quality outcomes(QO), market orientations(MO) , market/product development outcomes(MPD), and financial performance(FP) for hospitals.
The past research relevant to this study can be divided into three major categories. First, there has been a considerable amount of research linking quality related concepts to organizationalperfotmance.second there is a significiant body of research that relates concepts like market orientation and customer orientation to organizational performance. Lastly there is an
The hospital industry has become quite competitive in recent times.In an effort to cut costs hospitals are taking serious measures to improve their performance in relation to their competitor’s .Two of the most important steps that hospitals have undertaken are (1) efforts to improve the quality of their services, and (2) efforts to market themselves more effectively. One evidence of the importance of service can be seen in the emergence of constructs such as “quality context” and “market orientation.”
Quality context describes the environment related to quality practices within an organization where as market orientation generally refers to collecting and disseminating marketing generally refers to collecting and disseminating marketing information effectively and being more responsive to customers and competitors.But being market oriented does not guarantee good financial performance for organizations. Process improvements within organizations should result in positive quality outcomes. many organizations are therefore focusing on quality related outcome.similarly marketing concepts are also important
The objective of this paper is to examine how quality and marketing concepts are related to financial performance within the hospital industry. More specifically we will examine the relationships among quality context(QC), quality outcomes(QO), market orientations(MO) , market/product development outcomes(MPD), and financial performance(FP) for hospitals.
The past research relevant to this study can be divided into three major categories. First, there has been a considerable amount of research linking quality related concepts to organizationalperfotmance.second there is a significiant body of research that relates concepts like market orientation and customer orientation to organizational performance. Lastly there is an