Advanced Search
Journal search
Journal cover: Journal of Service Management

Journal of Service Management

ISSN: 1757-5818
Previously published as: International Journal of Service Industry Management

Online from: 1995

Subject Area: Industry and Public Sector Management

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues


Previous article.Icon: Print.Table of Contents.Next article.Icon: .

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Document Information:
Title:Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters
Author(s):Thorsten Gruber, (Manchester Business School, The University of Manchester, Manchester, UK), Fabricio Frugone, (Manchester Business School, The University of Manchester, Manchester, UK)
Citation:Thorsten Gruber, Fabricio Frugone, (2011) "Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters", Journal of Service Management, Vol. 22 Iss: 4, pp.491 - 521
Keywords:Doctor-patient relationship, General practitioners, Health services, Laddering, National Health Service, Service recovery, United Kingdom
Article type:Research paper
DOI:10.1108/09564231111155097 (Permanent URL)
Publisher:Emerald Group Publishing Limited

Purpose – The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that they look for during personal (service recovery) encounters, and to graphically illustrate the findings in a so-called hierarchical value map. This will prove to be important in order to understand patients' needs and desires correctly.

Design/methodology/approach – An exploratory research study using the qualitative laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into an underdeveloped research subject. In total, in-depth laddering interviews with 38 respondents were conducted.

Findings – In case of a service recovery encounter, patients believe that GPs need to show competence, friendliness and empathy in order to restore trust in them. GPs should also listen actively and do the appropriate checks in order to find the root cause of the problem. “Health” was the main value sought by patients. This value is considered by patients to be the gateway to moving on with their everyday lives and search the attainment of other values such as well-being, belongingness, accomplishment, and self-realization. Moreover, respondents would like to gain knowledge about their disease in order to prevent them in the future and to have some sense of control over the decision of the treatment. Patients also want a more active role in the medical (service recovery) encounter, which calls for a more shared approach by GPs in the interaction with their patients.

Originality/value – This paper gives a valuable first insight into the desired qualities and behaviours of GPs during medical (service recovery) encounters. The study results especially indicate that complaining patients are people first and patients second, where the primary importance is the satisfaction of basic social needs. The fact that this study has revealed the highest number of values in published laddering studies so far shows how crucial these medical (service recovery) encounters in general and GP qualities and behaviours in particular are for patients. Another strong contribution of this paper is the finding that all the identified concepts from the laddering interviews that are shown in the hierarchical value maps must not been seen in strict isolation, as in previous research, but have to be understood as a network of interrelated concepts.

Fulltext Options:



Existing customers: login
to access this document


- Forgot password?
- Athens/Institutional login



Downloadable; Printable; Owned
HTML, PDF (172kb)

Due to our platform migration, pay-per-view is temporarily unavailable.

To purchase this item please login or register.


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian

Marked list

Bookmark & share

Reprints & permissions

Management in a polarized Latin American region.