医疗服务顾客价值构成体系与应用研究

浙江大学硕士学位论文医疗服务顾客价值构成体系与应用研究姓名：沈铨林申请学位级别：硕士专业：企业管理指导教师：张大亮20060401医疗服务顾客价值构成体系与应用研究作者：沈铨林学位授予单位：浙江大学参考文献(91条)1.AndersonG.HurstT.HusseySHealthSpendingandOutcomes:TrendsinOECDCountries,1960-198020002.AndersonJC.JainC.ChintaguntaPKCustomerValueAssessmentinBusinessMarkets19933.AndersonJC.NarusJABusinessMarketing:UnderstandWhatCustomersValue19984.BakeR.StreatifiedJWhatTypeofGeneralPracticeDoPatientRefer?ExplorationofPracticeCharacteristicsInfluencingPatientSatisfaction19955.BreindlF.CharlesLNon-growthStrategiesandOptionsinHealthCare1998(01)6.ButzJ.HowardEJ.LeonardDGMeasuringCustomerValue:GainingtheStrategicAdvantage19967.ChoileJ.RussellCNewHealthcare:StrategiesforProviders,Purchasers,andPlans20008.ChoileJ.RussellC.MillenniumFManagement:Better,Faster,CheaperStrategiesforManaging21stCenturyHealthcareOrganizations19989.ChristopherM.PayneA.BallantyneDRelationshipMarketing:BringingQuality,CustomerServiceandMarketingTogether199110.CoddingtonD.DeanC.MooreKDMarketDrivenStrategiesinHealthCare198711.CrowR.StoreyL.PageHTheMeasurementofPatientSatisfaction:ImplicationsforHealthServiceDeliverythroughaSystematicReviewoftheConceptual,MethodologicalandEmpiricalliterature2003(32)12.DaclasKTheManagementStrategyofModernHospital200113.DranoveD.LudwickRCompetitionandPricingbyNonprofitHospitals:AReassessmentofLynk'sAnalysis199914.DeSarboWS.JedidiK.SinhaICustomerValueAnalysisinaHeterogeneousMarket200115.FlintDJ.WoodruffRB.GardialSFCustomerValueChangeinIndustrialMarketingRelationships:ACallforNewStrategiesandResearch199716.FollandS.GoodmanAC.StanoMTheEconomicsofHealthandHealthCare,UpperSaddleRiver199717.FrankH.AndreasH.RobertEMGainingCompetitiveAdvantagethroughCustomerValueOrientedManagement200118.GaleBTManagingCustomerValue199419.GassenheimerJB.HoustonFS.DavisCJTheRoleofEconomicValue,SocialValue,andPerceptionsofFairnessinInter-organizationalRelationshipRetentionDecisions1998(04)20.GodefridusGM.SiebrenG.ArieHEterpriseResourcePlanningforHospitals200421.GronroosCServiceManagementandMarketing198522.HalsteadDTheUseofComparisonStandardsinCustomerSatisfactionResearchandManagement:AReviewandProposedTypology1999(03)23.HansRJAntecedentsandConsequencesofConsumerValueAssessments:ImplicationsforMarketingStrategyandFutureResearch200124.HargravesJL.WilsonIB.ZaslavskyAAdjustingforPatientCharacteristicsWhenAnalyzingReportsFromPatientsAboutHospitalCare2001(06)25.HealyJ.McKeeMMonitoringHospitalPerformance2000(02)26.HeskettJL.SasserWE.SchlesingerLTheServiceProfitChain199727.HornJBTheHealthCareSystemPromotion199328.IngeborgS.VolkerWIncrementalElectronicHealthRecordIntroductionConsideringtheSituationinHealthCareandCurrentStandardsunderDevelopment200129.IrvineD.SidaniS.HallLMFindingValueinNursingCare:AFrameworkforQualityImprovementandClinicalEvaluation199830.KotlerPMarketingManagement:Analysis,Planning,Implementation,andControl199931.KoichiroO.RichardSK.ThomasEBReconsideringModelsofPatientSatisfactionandBehavioralIntentions2003(01)32.LamSKSERVQUAL:AToolforMeasuringPatients'OpinionsofHospitalServiceQualityinHongKong1997(04)33.LapierreJCustomerPerceivedValueinIndustrialContexts200034.MAXianSongConstructingPatientCenteredHospitalServiceSystem2000(01)35.MelissaMKTheConceptualDomainofServiceQualityforInpatientNursingService200036.MonroeKBPricing-makingProfitableDecisions199137.NaiduGM.AtulP.JagdishNSDoesRelationshipMarketingPay?AnEmpiricalInvestigationofRelationshipMarketingPracticesinHospitals199938.ParasuramanAReflectionsonGainingCompetitiveAdvantagethroughCustomerValue199739.PickettHOrganizationofPublicHealthintheUnitedStates[AdministrationandPractice,PublicHealthRA4251-129]198440.RahmovistMPatientSatisfactioninRelationtoAge,HealthStatusandOtherBackgroundFactors:AModelforComparisonsofCareUnits2001(05)41.RajuPS.LonialSCTheImpactofServiceQualityandMarketingonFinacialPerformanceintheHospitalIndustry:AnEmpiricalExamination200242.RavaldA.GronroosCTheValueConceptandRelationshipMarketing199643.RaymondG.CareyJ.SeibretHAPatientSurveySystemtoMeasureQualityImprovement:QuestionnaireReliabilityandValidity1993(09)44.ReesJLPatientViewsonQualityCareinGeneralPractice:LiteratureReview1994(05)45.SlaterD.NarverJMarketOrientation,CustomerValueandSuperiorPerformance1994(02)46.SoubaWW.HaluckAC.MenezesAMMarketingStrategy:AnEssentialComponentofBusinessDevelopmentforAcademicHealthCenters2001(02)47.SoubaWW.WeitekampRM.MahonFJPoliticalStrategy,BusinessStrategy,andtheAcademicMedicalCentre:LinkingTheoryandPractice200148.SwebbMPrescribingandReferralinGeneralPractice:AStudyofPatients'ExpectationsandDoctors'Actions1994(381)49.ThomasVP.MichelPK.FedericoCARandomizedTrialofFourPatientSatisfactionQuestionnaires2003(12)50.ThomsBResearchandAuditinEffectiveHealthServices199351.UlagaWCustomerValueinBusinessMarkets:AnAgendaforInquiry200152.UlagaW.ChacourSMeasuringCustomerPerceivedValueinBusinessMarkets:APrerequisiteforMarketingStrategyDevelopmentandImplementation200153.VandaDA.GiovanniF.PaoloIIntegratingSimulationandOptimizationinHealthCareCentreManagement200354.VanRW.ShaidB.PamelaKMarketOrientationand