In April 2016 Manchester eScholar was replaced by the University of Manchester’s new Research Information Management System, Pure. In the autumn the University’s research outputs will be available to search and browse via a new Research Portal. Until then the University’s full publication record can be accessed via a temporary portal and the old eScholar content is available to search and browse via this archive.

Customer satisfaction in emergency ambulance services: A case for empirical research

Sinkovics, Rudolf R; Stöttinger, Barbara

In: Understanding Marketing, A European Casebook. Baffins Lane: Wiley; 2000. p. 201-211.

Access to files

Abstract

The International Committee of the Red Cross (ICRC) provides valuable humanitarian services to the global community. For its funding it relies not only on governmental subsidies, but also on contributions from its member organisations. In the case of Austria and Germany the prominent part of the revenues stems from emergency and ambulance services. However, competition from other non-profit organisations and private firms increasingly seems to threaten this lucrative business. Consequently, the ICRC is looking for new paths to maintain and increase its competitive advantage - the wide-spread service availability and the closeness to the customer. Therefore, a pilot project is carried out within the Austrian Red Cross, one of its member organisations, to identify ways to increase customer satisfaction. However, gathering relevant empirical data is extremely difficult and ethically challenging due to the unique survey situation during the service transaction process. If successful, this project will have lead character for other European countries.

Bibliographic metadata

Type of resource:
Content type:
Publication date:
Place of publication:
Baffins Lane
Publisher:
Contribution start page:
201
Contribution end page:
211
Contribution pagination:
201-211
Abstract:
The International Committee of the Red Cross (ICRC) provides valuable humanitarian services to the global community. For its funding it relies not only on governmental subsidies, but also on contributions from its member organisations. In the case of Austria and Germany the prominent part of the revenues stems from emergency and ambulance services. However, competition from other non-profit organisations and private firms increasingly seems to threaten this lucrative business. Consequently, the ICRC is looking for new paths to maintain and increase its competitive advantage - the wide-spread service availability and the closeness to the customer. Therefore, a pilot project is carried out within the Austrian Red Cross, one of its member organisations, to identify ways to increase customer satisfaction. However, gathering relevant empirical data is extremely difficult and ethically challenging due to the unique survey situation during the service transaction process. If successful, this project will have lead character for other European countries.
Book ISBN:
047186093X
Related website(s):
  • Book publisher URL http://www.wiley.co.uk/phillips/

Institutional metadata

University researcher(s):

Record metadata

Manchester eScholar ID:
uk-ac-man-scw:86318
Created by:
Taylor, Scott
Created:
12th July, 2010, 10:46:10
Last modified by:
Sinkovics, Rudolf
Last modified:
19th January, 2015, 19:28:13

Can we help?

The library chat service will be available from 11am-3pm Monday to Friday (excluding Bank Holidays). You can also email your enquiry to us.