PERCEIVED QUALITY EVALUATION AND BEHAVIORAL INTENTIONS FOR PROFRSSIONAL SERVICE UNDER THE ASYMMETRIC INFORMATION
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- Sakurai Hidehiko
- Hokkaido Pharmaceutical University
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- Hayase Yukitoshi
- Hokkaido Pharmaceutical University
Bibliographic Information
- Other Title
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- 情報の非対称性の影響を考慮した人的専門サービスの知覚品質評価と行動意図
- 情報の非対称性の影響を考慮した人的専門サービスの知覚品質評価と行動意図 : 薬剤師の服薬指導を対象とした実証研究
- ジョウホウ ノ ヒタイショウセイ ノ エイキョウ オ コウリョ シタ ジンテキ センモン サービス ノ チカク ヒンシツ ヒョウカ ト コウドウ イト : ヤクザイシ ノ フクヤク シドウ オ タイショウ ト シタ ジッショウ ケンキュウ
- 薬剤師の服薬指導を対象とした実証研究
- AN EMPIRICAL STUDY ON PHARMACEUTICAL GUIDANCE
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Abstract
As a case of professional service with the inevitable existence of asymmetric information, an empirical study was conducted to examine the perceived quality evaluation and behavioral intentions of patients in relation to the pharmaceutical guidance provided by community pharmacists. Structural equation modeling was performed to investigate the relative impact of four evaluation dimensions, such as drug usage information, cautionary information, tangible information and understanding the customer, upon the comprehensive evaluation of pharmacists (and pharmacies via pharmacists) under various situations of asymmetric information. The result of the analysis shows that the evaluation structure differs depending on the situation of asymmetric information tested. Specifically, under the situations of the drug first-ever prescribed to a patient or the pharmacist first-ever serving to a patient, the drug usage information has a strong positive impact on the comprehensive evaluation of pharmacist. Under the situations where the patient is in the acute phase and the drug is firstever prescribed, the weights of evaluation structure differ from those of the other situations. On the other hand, under the situations of a patient in the chronic phase, the experience of prescribed drug has little influence on the weights of evaluation structure. Moreover, as the patient has more opportunities to contact with the same pharmacist, the comprehensive evaluation of the pharmacist has greater impact on the behavioral intension. Hence, this study demonstrates the necessity of taking into consideration the situations of asymmetric information to analyze the evaluation structure of professional services.
Journal
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- The Journal of Japanese Operations Management and Strategy
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The Journal of Japanese Operations Management and Strategy 4 (1), 76-94, 2013
Japanese Operations Management and Strategy Association
