Klantwaarde perceptie in de gezondheidszorg

Manon Van Camp

Van efficiëntie tot excellentie. Wat telt nu echt voor patiënten in de gezondheidszorg?

Zie bijlage



Alhouti, S. (2013). Csr and facets of value creation: The role of key moderators. Tuscaloosa, Alabama: The University of Alabama, ProQuest Dissertations Publishing.

Astrow, A., Wexler, A., Texeira, K., Kai He, M., & Sulmasy, D. (2007). Is Failure to Meet Spiritual Needs Associated With Cancer Patients' Perceptions of Quality of Care and Their Satisfaction With Care? Journal of Clinical Oncology, 25 (36), 5753-5757.

Babin, B., Darden, W., & Griffin, M. (1994). Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value. Journal of Consumer Research, 20, 644-656.

Barnes, C., Blake, H., & Pinder, D. (2009). Creating and delivering your value proposition: Managing Customer Experience for Profit. London: Kogan Page Limited.

Beauchamp, T. (2007). The 'Four Principles' Approach to Health Care Ethics. In R. E. Ashcroft, A. Dawson, H. Draper, & J. R. McMillan, Principles of Health Care Ethics (pp. 3-10). Chicester: John Wiley & Sons Ltd.

Berry, L., & Bendapudi, N. (2007). Health care: a fertile field for service research. Journal of Service Research, 10 (2), 111-122.

Betts, D., Read, L., Kaye, M., & Patton, A. (2016). What matters most to the health care consumer? Retrieved from Deloitte: https://www2.deloitte.com/content/dam/Deloitte/us/Documents/life-scienc…

Brandt, R. (1988). How service marketers can identify value-enhancing service elements. Journal of Services Marketing, 2 (3), 35-41.

Butz Jr., H., & Goodstein, L. (1996). Measuring customer value: Gaining the strategic advantage. Organizational Dynamics, 24 (3), 63-77.

Cengiz, E., & Kirkbir, F. (2007). Customer perceived value: The development of a multiple item scale in hospitals. Problems and perspectives in management, 5 (3), 252-267.

Chernew, M., Hirth, R., & Cutler, D. (2003). Increased Spending On Health Care: How Much Can The United States Afford? Health Affairs, 22 (4), 15-25.

Choi, K.-S., Cho, W.-H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: a south korean study. Journal of Business Research, 57, 913-921.

Clark, L., & Watson, D. (1995). Constructing validity: Basic Issues in Objective Scale Development. Psychological Assessment, 7 (3), 309-319.

Cleary, P., & McNeil, B. (1988). Patient Satisfaction as an Indicator of Quality Care. Inquiry, 25, 25-36.

De Pelsmacker, P., & Van Kenhove, P. (2006). Marktonderzoek: Methoden en toepassingen: tweede editie. Amsterdam: Pearson Education Benelux.

Diamantopoulos, A. (1999). Export performance measurement: reflective versus formative indicators. International Marketing Review, 16 (6), 444-457.

Dodds, S., Bulmer, S., & Murphy, A. (2014). Consumer value in complementary and alternative medecine (CAM) health care services. Australasian Marketing Journal, 22 (3), 218-229.

Dodds, W., Monroe, K., & Grewal, D. (1991). Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28 (3), 307-319.

Douglas, C., & Douglas, M. (2004). Patient‐friendly hospital environments: exploring the patients’ perspective. Health Expectations, 7 (1), 61-73.

Douglas, C., & Douglas, M. (2005). Patient-centred improvements in health-care built environments: perspectives and design indicators. Health Expectations, 8 (3), 264-276.

Drevs, F. (2013). How patients choose hospitals: Using the stereotypic content model to model trustworthiness, warmth and competence. Health Services Management Research, 26 (2-3), 95-101.

Emmerton, L., Fejzic, J., & Tett, S. (2012). Consumers' experiences and values in conventional and alternative medicine paradigms: a problem detection study (PDS). The official journal of the International Society for Complementary Medicine Research, 12-39.

Faden, R., Kass, N., Goodman, S., Pronovost, P., Tunis, S., & Beauchamp, T. (2013). An Ethics Framework for a Learning Health Care System: A Departure from Traditional Research Ethics and Clinical Ethics. Ethical Oversight of Learning Health Care Systems, Hastings Center Report Special Report, 43 (1), 16-27.

Federale Overheidsdienst Economie: Algemene Directie Statistiek. (2008, Januari 1). NACE-BEL 2008. Retrieved from Algemene Directie Statistiek: http://statbel.fgov.be/nl/binaries/NACE-BEL%202008_NL_tcm325-262255.pdf

Federale Overheidsdienst volksgezondheid, veiligheid van de voedselketen en leefmilieu. (2016, Juni 23). Wet "Rechten van de patiënt". Retrieved from Federale Overheidsdienst volksgezondheid, veiligheid van de voedselketen en leefmilieu: https://www.health.belgium.be/sites/default/files/uploads/fields/fpshea…

Field, A. (2009). Discovering statistics using SPSS, third edition. London: SAGE Publications Ltd.

Fleming, G. (1981). Hospital Structure and Consumer Satisfaction. Health Services Research, 16 (1), 43-63.

Gale, B., & Wood, R. (1994). Managing Customer Value: Creating Quality and Service That Customers Can See. New York: The Free Press.

Gallarza, M., & Gil Saura, I. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour. Tourism Management 27, 437-452.

Gallarza, M., Gil-Saura, I., & Holbrook, M. (2011). The value of value: Further excursions on the meaning and role of customer value. Journal of Consumer Behaviour, 10, 179–191.

Grange, J. (2015, December 5). Statistics Tables: Where do the Numbers Come From? Retrieved from https://jimgrange.wordpress.com/: https://jimgrange.wordpress.com/2015/12/05/statistics-tables-where-do-t…

Hardyman, W., Daunt, K., & Kitchener, M. (2015). Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17 (1), 90-107.

Hirschman, E., & Holbrook, M. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46 , 92-101.

Holbrook, M. (1994). The Nature of Customer Value: An Axiology of Services in the Consumption Experience. In R. Rust, & R. Oliver, Service Quality: New Directions in Theory and Practice (pp. 21-71). Thousand Oaks, California: Sage Publications.

Holbrook, M. (1996). Special Session Summary. Customer Value–A Framework for Analysis and Research. Advances in Consumer Research, 23, 138-142.

Holbrook, M. (1999). Consumer Value: A Framework for Analysis and Research. London: Routledge.

Holbrook, M. (2006). Consumption experience, customer value, and subjective personal introspection: an illustrative photographic essay. Journal of Business Research, 59 (6), 714-725.

Holbrook, M., & Corfman, K. (1985). Quality and Value in the Consumption Experience: Phaedrus Rides Again. In J. Jacoby, & J. Olson, Perceived Quality: How Consumers View Stores and Merchandise (pp. 31-57). Lexington MA: Lexington Books.

Holbrook, M., & Hirschman, E. (1982). The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun. Journal of Consumer Research, 9, 132-140.

Jibaja-Weiss, M., Volk, R., Granchi, T., Neff, N., Robinson, E., Spann, S., . . . Beck, J. (2011). Entertainment education for breast cancer surgery decisions: A randomized trial among patients with low health literacy. Patient Education and Counseling, 84 (1), 41-48.

Karlis, D., Saporta, G., & Spinakis, A. (2003). A simple rule for the selection of principal components. Communications in Statistics: Theory and Methods, 32 (3), 643-666.

Kato, P. (2010). Video Games in Health Care: Closing the Gap. Review of General Psychology, 14 (2), 113-121.

Kervyn, N., Fiske, S., & Malone, C. (2012). Brands as intentional agents framework: How perceived intentions and ability can map brand perception. Kervyn, N., Fiske, S. T., & Malone, C. (2012). Brands as Intentional Agents Framework: How Perceived Intentions and Ability Can Map Brand Perception. Journal of Consumer Psychology : The Official Journal of the Society for Consumer Psychology, 22 (2), 166-176.

Lee, W.-I. (2010). The development of a qualitative dynamic attribute value model for healthcare institutes. Iranian Journal of Public Health, 39 (4), 15-25.

Lee, W.-I., & Lin, C.-H. (2011). Consumer hierarchical value map modeling in the healthcare service industry. African Journal of Business Management, 5 (3), 722-736.

Leroi-Werelds, S., Streukens, S., Brady, M., & Swinnen, G. (2014). Assessing the value of commonly used methods for measuring customer value: a multi-setting empirical study. Journal of the Academy of Marketing Science, 42 (4), 430–451.

Levinson, W., Kao, A., Kuby, A., & Thisted, R. (2005). Not all patients want to participate in decision making. Journal of General Internal Medicine, 20 (6), 531-535.

Liljander, V., & Strandvik, T. (1995). The Nature of Customer Relationships in Services. Advances in Services Marketing and Management, 4 (141), 67.

McColl-Kennedy, J., Vargo, S., Dagger, T., Sweeney, J., & van Kasteren, Y. (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15 (4), 370-389.

Mizik, N., & Jacobson, R. (2003). Trading Off Between Value Creation and Value Appropriation:The Financial Implications of Shifts in Strategic Emphasis. Journal of Marketing, 67, 63-76.

Moliner, M. (2009). Loyalty, perceived value and relationship quality in health care services. Journal of Service Management, 20 (1), 76-97.

Nussbaum, G. (2003). Spirituality in Critical Care: Patient Comfort and Satisfaction. Critical Care Nursing Quarterly, 26 (3), 214–220.

Ostrom, A., Bitner, M., Brown, S., Burkhard, K., Goul, M., Smith-Daniels, V., . . . Rabinovich, E. (2010). Moving forward and making a difference: research priorities for the science of service. Journal of Service Research, 13 (1), 4-36.

Otto, J. (1997). The role of the affective experience in the service experience chain. . Calgary, Alta, Canada: The University of Calgary.

Otto, J., & Ritchie, J. (1996). The service experience in tourism. Tourism Management, 17 (3), 165-174.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.

Puchalski, C. (2001). The Role of Spirituality in Health Care. Baylor University Medical Center Proceedings, 14 (4), 352-357.

Roberts, L., Battaglia, J., & Epstein, R. (1999). Frontier Ethics: Mental Health Care Needs and Ethical Dilemmas in Rural Communities. Psychiatric Services, 50 (4), 497-503.

Rosenbaum, M., & Smallwood, J. (2011). Cancer resource centres: Transformational services and restorative servicescapes. Journal of Marketing management, 27 (13-14), 1404-1425.

Salonen, H., & Morawska, L. (2013). Physical characteristics of the indoor environment that affect health and wellbeing in healthcare facilities: A review. Intelligent Buildings International, 5 (1), 3-25.

Sánchez, J., Callarisa, L., Rodríguez, R., & Moliner, M. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27, 394-409.

Sánchez-Fernández, R., & Iniesta-Bonillo, M. (2006). Consumer perception of value: Literature review and a new conceptual framework. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 19, 40-58.

Sánchez-Fernández, R., Iniesta-Bonillo, M., & Holbrook, M. (2009). The conceptualisation and measurement of consumer value in services. International Journal of Market Research, 51 (4), 93-113.

Sharma, J. (2014). Business Statistics, Fourth Edition. New Delhi: Vikas Publishing House PVT LTD.

Smith, K., & Godfrey, N. (2002). Being a Good Nurse and Doing the Right Thing: A Qualitative Study. Nursing Ethics, 9 (3), 301-312.

Smith, N. (1996). Ethics and the typology of customer value. In M. Holbrook, Consumer Value: A framework for analysis and research (pp. 148-153). London: Routledge.

Spangenberg, E., Voss, K., & Crowley, A. (1997). Measuring the Hedonic and Utilitarian Dimensions of Attitude: a Generally Applcable Scale. Advances in Consumer Research, 24, 235-241.

Spector, P. (1992). Summated Rating Scale Construction : An Introduction Sage University Papers Series. Quantitative Applications in the Social Sciences. California: SAGE Publications, Inc.

Volk, R., Jibaja-Weiss, M., Hawley, S., Kneuper, S., Spann, S., Miles, B., & Hyman, D. (2010). Entertainment education for prostate cancer screening: a randomized trial among primary care patients with low health literacy. Patient Education and Counseling, 73 (3), 482-489.

Voss, K., Spangenberg, E., & Grohmann, B. (2003). Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of Marketing Research, 40 (3), 310-320.

Vrijens, F., Renard, F., Camberlin, C., Desomer, A., Dubois, C., Jonckheer, P., . . . Meeus, P. (2015). De performantie van het Belgische gezondheidssysteem - Rapport 2015. Brussel: Federaal Kenniscentrum voor de Gezondheidszorg (KCE).

Wang, Y., Lo, H.-P., & Yang, Y. (2004). An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China’s Telecommunication Industry. Information Systems Frontiers 6:4, 325–340.

Weiner, I., & Craighead, W. (2010). The Corsini Encyclopedia of Psychology: Fourth Edition. Hoboken, NJ: John Wiley & Sons.

Weinstein, A., & Johnson, W. (1999). Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications. Boca Raton: St. Lucie Press.

Willems, K., Leroi-Werelds, S., & Swinnen, G. (2016). The impact of customer value types on customer outcomes for different retail formats. Journal of Service Management, 27 (4), 591-618.

Wirtz, J., & Lee, M. (2003). An examination of the quality and context-specific applicability of commonly used customer satisfaction measures. Journal of Service Research, 5 (4), 345-355.

Woodruff, R. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25 (2), 139-153.

Woodruff, R., & Gardial, S. (1996). Know your customer: New approaches to understanding customer value and satisfaction. Cambridge: Blackwell Publications.

Young, G., Meterko, M., & Desai, K. (2000). Patient Satisfaction With Hospital Care: Effects of Demographic and Institutional Characteristics. Medical Care, 38 (3), 325-334.

Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52 (3), 2-22.


Universiteit of Hogeschool
Prof. Dr. Kim Willems
Share this on: