TY  - JOUR
TI  - FORMAL AND INFORMAL COMPONENTS OF THE SERVICE RELATIONSHIP IN HEALTH CARE
AB  - In this study, the term “relationship” is decomposed into formal and informal components,which better reflects the nature of service interactions. This paper intends to compareif either/both of these components are utilized (more) during interactions. Survey datais collected from 193 respondents. Both service partners are included in the analyses,with the recognition that co-creation is possible only through the active participation ofboth partners involved. Results indicate that both patients and physicians utilize formalrelationship behavior more, but they both increase the level of informality when the otherservice partner behaves positively. Patients and physicians can use these results to shapetheir interactive behavior so that mutually satisfactory outcomes are obtained.
AU  - TARI KASNAKOGLU, BERNA
AU  - Kalender, Yunus
PY  - 2020
JO  - Pazarlama ve Pazarlama Araştırmaları Dergisi
VL  - 13
IS  - 1
SN  - 1309-243X
SP  - 101
EP  - 117
DB  - TRDizin
UR  - http://search/yayin/detay/388773
ER  -