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- W106814837 abstract "All developed countries have a large service sector. In the United States the provision of services has displaced the production of goods as the principal economic activity (Riddle, 1986). Rehabilitation, as one part of the healthcare service industry, has become an important sector for healthcare service providers (Walker, 1988). In the early 1980s, rehabilitation services were largely marketed to organizations that were legally or ethically responsible for the rehabilitation of people with disabilities (Nadolsky, 1984). Since then the nature of the marketing activities of rehabilitation providers has changed with the growth of a private rehabilitation sector as a result of the budget policies of the early 1980s that reduced financial support for federal and state rehabilitation programs, and the passage of legislation that mandated the public rehabilitation program to serve individuals who are more severely disabled (Hasbrook, 1981; Matkin, 1980). As new private service providers continue to enter into the rehabilitation market, especially those growth sectors in pediatrics, geriatrics and occupational/industrial area (Walker, 1988), the adoption of market concepts and strategies gives the service provider an edge over competitors. Driven by the competitive force, the nature of healthcare service delivery has become more consumer-oriented (Berkowitz & Flexner, 1980-81). It is widely recognized that consumers are now playing a more significant role in choosing their own healthcare services (Berkowitz & Flexner, 1980-81; Boscarino & Steiber, 1982; Smith & Clark, 1990). There are also calls for increased accountability and responsiveness of service providers (Habeck, 1993; Patterson & Leach, 1987; Patterson & Marks, 1992). One measure used to monitor accountability is the evaluation of consumer satisfaction. This would seem to be the natural outgrowth of both a consumer-oriented society and a national interest in evaluation and accountability (Patterson & Leach, 1987). Another accountability measure used is the evaluation of consumers' attitudes. Despite the fact that a causal relationship between the consumer's attitudes toward a service and his/her purchase outcome has not been established, it is generally agreed that attitudes exert both a directive and a dynamic influence on behavior (Block & Roering, 1979). Because attitudes influence behaviors, the concept of attitude has been one of the most prevalent and important concepts in the study of consumer behavior (Wilkie & Pessemier, 1973). There are two approaches to the understanding and measurement of attitudes (Hooley, 1978). One approach is to determine the overall attitude and then identify the reasons for or the components of this overall attitude. Another approach is to examine the individual components or the attributes and aggregate these findings to form the overall attitude using summative attitude models (Ajzen & Fishbein, 1980; Bass & Talarzyk, 1972). Healthcare academicians and marketeers have adopted these two approaches to study healthcare consumers' attitudes towards hospitals (e.g., Boscarino & Steiber, 1982; Elbeik, 1986; Smith & Clark, 1990; Woodside, Nielsen, Walters & Muller, 1988) and other types of medical services, such as outpatient clinics (Lim & Zallocco, 1988), ambulatory healthcare centers (e.g., Klegon, Kingstrom & Gregory, 1982), nursing homes (Lim & Zallocco, 1988), and specialty clinics (Flexner, McLaughlin & Littlefield, 1977). Elbeik (1987) identified a total of 103 service attributes used by consumers in selecting their ideal hospitals. Their importance ranged from critical to very unimportant. Smith and Clark (1990) provided a comprehensive review of empirical findings of 10 determinants of hospital and medical facilities image, that including quality of physicians, treatment equipment, diagnostic equipment, overall care quality, interpersonal care, staff awareness of patient's personal needs, patient control of hospital experience, patient information and education, cost of hospital stay, and convenience of location. …" @default.
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- W106814837 date "1995-04-01" @default.
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- W106814837 title "Determinant Service Attributes in the Formulation of Attitudes toward Rehabilitation Facilities" @default.
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