Observatorio de I+D+i UPM

Memorias de investigación
Ponencias en congresos:
Contributions of the Service Quality in dental clinics
Año:2011
Áreas de investigación
  • Humanidades y ciencias sociales
Datos
Descripción
Due to the need to manage the new business models of dental clinics and the demand for new services required by the patient, the knowledge about ?service quality? in the dental sector needs to be expanded. In the evaluation of the quality of the dental and health service, it?s difficult for the patient to assess the technical aspects (technical quality). The patient (customer) of these services is different from other customers due to his reluctance to receive the service (treatment). In the research on quality of dental service, from the perspective of marketing, there is a tendency to focus on the relationship between the expectations of the patient and the service quality, as well as to investigate customer service and prompt service (responsiveness), still being SERVQUAL the most widely used instrument. Also, from the perspective of the dentist, it has investigated the customer?s satisfaction, even as a synonym for quality. In this paper, we propose the Spanish dental sector configuration and the typology of the Spanish dental clinics to then identify a number of relevant lines of research: teaching the patient to assess the technical quality of the dental clinic, to teach the dentist to demonstrate its technical quality, determining differences - in the assessment of the service quality of the patient - when his illness is serious and when it is not, to determine how much the reluctance of the patient affects the perception of the services quality, among others.
Internacional
No
Nombre congreso
XXV Congreso Nacional de la European Academy of Management and Business Economics "Los Mercados del Mañana: Bases para su análisis hoy"
Tipo de participación
960
Lugar del congreso
Valencia-Spain
Revisores
Si
ISBN o ISSN
978-847356-785-5
DOI
Fecha inicio congreso
08/07/2011
Fecha fin congreso
10/06/2011
Desde la página
210
Hasta la página
210
Título de las actas
XXV Congreso Anual AEDEM Los Mercados del Mañana: Bases para su análisis hoy
Esta actividad pertenece a memorias de investigación
Participantes
  • Autor: Ana Maria Vargas Perez (UPM)
  • Autor: Pablo Solana Perez (UPM)
  • Autor: Carmelo Mercado Idoeta (Universidad Rey Juan Carlos)
Grupos de investigación, Departamentos, Centros e Institutos de I+D+i relacionados
  • Creador: Grupo de Investigación: Administración de Empresas
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
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