Biomaterial Database

Services marketing: the personnel management connection. 1987

L D Johnson

Quality of care is an espoused yet in some ways elusive objective in the provision of health services. In this paper, a marketing framework is utilized to outline the characteristics of services which create difficulties for quality assurance and to examine service quality as perceived by the consumer. Two key concepts are explored: interactive marketing, the management of the production-consumption process, and internal marketing, the consideration of employees as an internal client group. The view is advanced that attention to these concepts highlights the importance of personnel management functions in ensuring quality in the provision of health services.

UI	MeSH Term	Description	Entries
D008389	Marketing of Health Services	Application of marketing principles and techniques to maximize the use of health care resources.	Health Services Marketing,Marketing Services, Health,Marketing, Health Services,Services, Health Marketing,Health Marketing Service,Health Marketing Services,Marketing Service, Health
D010557	Personnel Administration, Hospital	Management activities concerned with hospital employees.	Hospital Personnel Administration,Personnel Management, Hospital,Personnel, Hospital, Organization and Administration,Administration, Hospital Personnel,Hospital Personnel Management,Hospital Personnel Organization and Administration,Management, Hospital Personnel
D011369	Professional-Patient Relations	Interactions between health personnel and patients.	Contacting Clients,Pharmacist-Patient Relations,Professional Patient Relationship,Client, Contacting,Clients, Contacting,Contacting Client,Pharmacist Patient Relations,Pharmacist-Patient Relation,Professional Patient Relations,Professional Patient Relationships,Professional-Patient Relation,Relation, Pharmacist-Patient,Relation, Professional-Patient,Relations, Pharmacist-Patient,Relations, Professional-Patient,Relationship, Professional Patient,Relationships, Professional Patient
D011787	Quality of Health Care	The levels of excellence which characterize the health service or health care provided based on accepted standards of quality.	Pharmacy Audit,Quality of Care,Quality of Healthcare,Audit, Pharmacy,Care Quality,Health Care Quality,Healthcare Quality,Pharmacy Audits
D003258	Consumer Behavior	Behavior associated with the procurement of goods, services, or experiences.	Consumer Preference,Consumer Satisfaction,Behavior, Consumer,Behaviors, Consumer,Consumer Behaviors,Consumer Preferences,Preference, Consumer,Preferences, Consumer,Satisfaction, Consumer