What is it about?
Healthcare centres were chosen because the degree of engagement in the service delivery process has started to increase in the past few years such as engaging the customers in the service delivery plan (e.g. Fitness Monthly Programs), the mechanism of positive/negative recommendation of specific healthcare centres to their friends and family, also to other random users on online social networks, and acquiring a high sense of belonging to their healthcare centre. This has resulted in a great degree of positive behavioral intentions. Also, the active mechanism of receiving complaints and involving the customers in its solving process has been applied in many health care centers.
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Why is it important?
This paper focuses on empirically examining the role of perceived service value in enhancing customer engagement and loyalty. Each of the eight dimensions of perceived service value has been studied separately in previous studies. Therefore, this research provides an integrative framework to examine the role all the dimensions of perceived service value in increasing customer engagement and loyalty in health care centers in Egypt.
Perspectives
it was a very interesting experience to work with my gradstudent, Ms Yomna Mohsen on such an interesting and less researched feld in emrging markets such as Health Care centers
Dr Abeer Mahrous
Cairo University
Read the Original
This page is a summary of: Perceived service value, customer engagement and brand loyalty in health care centres in Egypt, Marketing and Management of Innovations, January 2018, Sumy State University,
DOI: 10.21272/mmi.2018.3-08.
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