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Effects of service quality on perceptions of the professional consultation role of outpatient pharmacists

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  • Ying-Chyi Chou
  • Wen-Chi Chuang

Abstract

Pharmacists are increasingly active, lending credence to their role as professional consultants. Thus, the performance of pharmacists as professional consultants is important for physicians (internal customer) and patients (external customer). We adopt a patient perspective, and measures patient satisfaction with the service of an outpatient pharmacist. This study focuses on differing perceptions of patients and physicians regarding the professional consultation role of outpatient pharmacists. Particularly, a scenario-based experimental design was selected to manipulate functional and technical quality.

Suggested Citation

  • Ying-Chyi Chou & Wen-Chi Chuang, 2011. "Effects of service quality on perceptions of the professional consultation role of outpatient pharmacists," International Journal of Business and Systems Research, Inderscience Enterprises Ltd, vol. 5(1), pages 73-84.
    • Handle: RePEc:ids:ijbsre:v:5:y:2011:i:1:p:73-84
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