Emin Babakus

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Defining and measuring the quality of service has been a major challenge for health care marketers. A comprehensive service quality measurement scale (SERVQUAL) is empirically evaluated for its potential usefulness in a hospital service environment. Active participation by hospital management helped to address practical and user-related aspects of the(More)
The information sources consumers use and consumers' perceptions of the quality of services they receive are examined in the context of breast augmentation surgery. Consumers who received breast implants for reconstructive purposes (i.e., after a mastectomy) were compared with those who received them solely for cosmetic purposes. Implications for health(More)
This study extends previous efforts to validate the Consumer Assessment of Healthcare Providers & Systems Hospital Survey (HCAHPS) instrument. Data from two non-profit hospitals are used to explore psychometric properties of the HCAHPS measures. The findings raise concerns that HCAHPS measures may not meet the standards for reliability and validity. The(More)
Many organizations are not convinced a quality orientation pays off and are looking for ways to link quality with performance. The authors' exploratory study found that a quality orientation is a differentiating factor between low-performing and high-performing general service hospitals. They also developed a quality scale to assess the performance(More)
is whether gender differences, in and of themselves, create different attituattitudes and behavior. Moreover, research findings suggest dinal and behavioral relationships. A small but expanding stream of that these differences should be considered when making research and the expanded participation of women in many lines of managerial decisions (Fugate,(More)
While debate in the health care literature continues with respect to the role of marketing, many industries are adopting a broadened perspective which recognizes the comprehensive role which marketing may assume at a variety of levels within the organization: marketing as culture, marketing as strategy, and marketing as tactics. A national study of general(More)
Purpose – The purpose of this study is to investigate whether males and females differ on the emphases they place on core service and relational service in choosing a hotel. Design/Methodology – Data were gathered from the residents of a metro area in the United States. Three hundred and forty-one residents participated in the study. The Del statistic, an(More)