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Keywords: Customer experience
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Journal Articles
Assessing the role of service quality, customer experience and perceived value as mediator on customer loyalty: evidence in Indonesian pharmacies
Available to Purchase
International Journal of Pharmaceutical and Healthcare Marketing (2026) 20 (1): 45–63.
Published: 26 June 2025
...Nindya Valya Diwayanti; Widayat Widayat; Iqbal Robbie Purpose This study aims to investigate the impact of service quality and customer experience on customer loyalty in the pharmaceutical sector, focusing on “ABC” Apotek in Malang, Indonesia. In addition, this study explores the mediating role...
Journal Articles
Customer experience in pharmaceutical B2B markets: perspectives of buyers and sellers
Available to Purchase
International Journal of Pharmaceutical and Healthcare Marketing (2023) 17 (4): 564–584.
Published: 28 August 2023
...Balaji Abraham; Soumya Sarkar; Krishna DasGupta Purpose The purpose of this study is to understand customer experience (CX) in business-to-business (B2B) markets through the perspectives of buyer–seller dyads. This study aims to evaluate how customer journey, touchpoints and digital and social...
Journal Articles
Conceptualising and measuring experiential health-care services: role of consumer involvement
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International Journal of Pharmaceutical and Healthcare Marketing (2022) 16 (4): 579–605.
Published: 04 October 2022
...Hardeep Chahal; Kamani Dutta; Asha Rani Purpose The purpose of this paper are threefold paper are threefold; firstly, to validate and measure significant dimensions of customer experience in the health care sector; secondly, to evaluate the antecedents and dimensions of customer experience and its...
Journal Articles
A holistic framework for patient experience: 5P model
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International Journal of Pharmaceutical and Healthcare Marketing (2021) 15 (4): 516–533.
Published: 06 August 2021
... Customer experience Health-care marketing Health-care management Patient experience Patient interaction Table 1. Expert interview participants No. Organization Position Scale Insurance coverage 1 University Assistant professor with a PhD – – 2 University Full...
