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Article
Publication date: 1 April 1997

Gillian Hogg and Francoise Van Burren

In the new and challenging environment of Trust hospitals communication plays an ever increasing role. The implication is that this provides opportunities for the public relations…

166

Abstract

In the new and challenging environment of Trust hospitals communication plays an ever increasing role. The implication is that this provides opportunities for the public relations profession to play a role in management decision making. This paper presents the results of a survey of Trust Hospitals in Scotland to establish their attitude towards public relations and the role played by public relations practitioners in Trust management.

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Journal of Communication Management, vol. 2 no. 2
Type: Research Article
ISSN: 1363-254X

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Article
Publication date: 1 April 1997

Gillian Hogg, Kevin Moloney, David Miller and W.D.E. Mallinson

Communication, like quality or professionalism, is one of those words that is constantly bandied around without ever being properly considered; they are universally considered to…

125

Abstract

Communication, like quality or professionalism, is one of those words that is constantly bandied around without ever being properly considered; they are universally considered to be a ‘good thing’, the motherhood and apple pie concepts of modern management. By the same token any publication that is designed to help managers, especially managers of NHS Trusts to improve their communication skills must also be considered to be a good idea and of benefit to managers. Whether this slim guide, however, is the best way to achieve better communications for NHS Trusts is debatable. The stated aim of the publication is to provide a ‘short but comprehensive overview of modern communications principles and practice and to show how these can be applied to NHS Trust management’. It would be more accurate to say that this is a short guide to the different terms used to describe communications. This booklet does not provide any real practical guidance on how to apply these techniques in the NHS, or perhaps more importantly, any strategic direction for Trusts which want to improve their communications.

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Journal of Communication Management, vol. 2 no. 2
Type: Research Article
ISSN: 1363-254X

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Article
Publication date: 1 January 1993

Mark Gabbott and Gillian Hogg

The White Paper, Working for Patients, and the 1990 GPContract are designed to promote competition between generalpractitioners and to encourage greater choice for consumers of…

79

Abstract

The White Paper, Working for Patients, and the 1990 GP Contract are designed to promote competition between general practitioners and to encourage greater choice for consumers of primary care. Considers the reforms in the light of established consumer behaviour literature in other services and suggests that there are likely to be particular problems for patients in making informed choices about GPs. As a result, patients are unlikely to make decisions unless circumstances force them to do so; which has implications for the way in which GPs are remunerated.

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Journal of Management in Medicine, vol. 7 no. 1
Type: Research Article
ISSN: 0268-9235

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Article
Publication date: 1 May 2002

Angus Laing, Barbara Lewis, Gordon Foxall and Gillian Hogg

Driven by technological developments, deregulation, and globalisation the service sector in post‐industrial economies is facing unprecedented change. Utilising a scenario planning…

3123

Abstract

Driven by technological developments, deregulation, and globalisation the service sector in post‐industrial economies is facing unprecedented change. Utilising a scenario planning framework, the paper examines the impact of such changes on a cross‐section of service categories. Acknowledging that the derivation of generic sector wide trends from the analysis of discrete service categories runs the risk of over simplification, three core trends were identified: the increasing importance of technological mediation; changing consumer and professional roles; and decreasing importance of relational factors in consumer decision making. These trends pose fundamental challenges to service providers and offer researchers a rich context in which to advance marketing theory.

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European Journal of Marketing, vol. 36 no. 4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 September 2003

Gillian Hogg, Angus Laing and Dan Winkelman

This paper considers the impact of the Internet on professional services, which are characterised by high levels of interpersonal interaction and where a significant component of…

2728

Abstract

This paper considers the impact of the Internet on professional services, which are characterised by high levels of interpersonal interaction and where a significant component of the service product is information and expertise. For such services the Internet is primarily an accessible information resource, which has potential to fundamentally change the way in which consumers interact with service providers. The context for the research is healthcare, a professional service that has traditionally been characterised by an information asymmetry that has rested power in the hands of the professional. Based on interviews with healthcare professionals, Web site hosts and consumers, this paper considers the way in which consumers use the Internet to educate themselves about their condition and the consequent effect on the service encounter and the doctor/patient relationship. The findings indicate that patients are increasingly engaging in virtual, parallel service encounters that change the nature of the primary encounter and present challenges to professionals both in terms of relationships and their professional judgement.

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Journal of Services Marketing, vol. 17 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 February 1994

Mark Gabbott and Gillian Hogg

The introduction of a competitive market into primary care means thatgeneral practitioners must consider the way in which their patientsevaluate the service which they receive…

358

Abstract

The introduction of a competitive market into primary care means that general practitioners must consider the way in which their patients evaluate the service which they receive. Reports the results of an exploratory study carried out in Scotland to investigate the evaluative strategies used by patients in assessing the service they receive. Identifies six particular dimensions of the care process which have implications for GPs protecting their existing patient lists and in understanding how to attract new patients. Suggests through its results that while communicating certain features of the service to potential patients is relatively straightforward, the experiential nature of primary care services leads to a reliance on word‐of‐mouth communication which depends on ensuring that existing patients are satisfied.

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Journal of Management in Medicine, vol. 8 no. 1
Type: Research Article
ISSN: 0268-9235

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Article
Publication date: 1 September 2006

Terry Newholm, Angus Laing and Gillian Hogg

This paper considers the notion of consumer empowerment across the financial, legal and medical service sectors in the UK. Although the advent of the internet is generally seen as…

2562

Abstract

Purpose

This paper considers the notion of consumer empowerment across the financial, legal and medical service sectors in the UK. Although the advent of the internet is generally seen as potentially enabling consumer empowerment, theoretical papers divide on the question of efficacy. On the one hand, it is argued the much‐vaunted internet opportunity must not be simply taken as evidence of change in the consumer‐producer relationship. On the other the change must not be unquestioningly be taken as advantageous to the consumer.

Design/methodology/approach

Empirical data were generated through ten consumer focus groups and eight interviews with professionals.

Findings

The paper supports the contention that empowerment is partial and unevenly distributed among consumers. It is argued that characterisations of consumer indifference and producer discipline as preventing effective empowerment are too simplistic. Additionally, any taboo restraining the questioning of professional judgement is largely absent from the assumption of choice and of recognition/respect among the consumers participating in the research.

Research limitations/implications

Focus group research does not enable a judgement about the prevalence or distribution of empowerment assumptions among consumers.

Practical implications

It is inevitable that in the broader consumer market professionals will be required to respond to a complex of consumer assumptions and these will include an assumption of empowerment.

Originality/value

Much of the services research in marketing has been set within the service recovery paradigm; given information, consumer power is an implied function of the market. In this paper, we see consumer empowerment as a process of negotiation partially facilitated by information.

Details

European Journal of Marketing, vol. 40 no. 9/10
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 June 1999

Gillian Hogg and Denis Doolan

Considers the various roles that public relations practitioners play and the implications of those roles for the status of public relations within the organisation. Within the…

4580

Abstract

Considers the various roles that public relations practitioners play and the implications of those roles for the status of public relations within the organisation. Within the context of local authorities in Scotland, considers the organisational constraints within which public relations practitioners operate and the extent to which the practitioner’s role is affected by the expectations of those within the organisation responsible for determining public relations policy. The results indicate that chief executives and politicians have very definite perceptions of public relations and expectations of practitioners and that even practitioners themselves have a limited view of the role that public relations can play in decision making within local authorities. This implies that they are not, nor likely to be, part of the dominant coalition, with consequent implications for the development of excellence in public relations.

Details

European Journal of Marketing, vol. 33 no. 5/6
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 April 2000

Mark Gabbott and Gillian Hogg

Considers the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and…

16862

Abstract

Considers the role of non‐verbal communication in consumers’ evaluation of service encounters. Non‐verbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants’ perceptions of an event. As services are essentially interpersonal interactions it follows that non‐verbal communication will play a major part in service evaluation. Uses an experimental methodology based on video scenarios to demonstrate the effect of this type of communication on consumers. The results indicate significant differences in respondents’ reactions to the scenario according to the non‐verbal behaviour of the service provider.

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European Journal of Marketing, vol. 34 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 13 April 2010

Fatima Malik, Linda McKie, Rona Beattie and Gillian Hogg

The purpose of this paper is to outline the development of a toolkit designed to assist UK small to medium enterprise businesses (SMEs) manage work‐life balance (WLB) policies and…

4371

Abstract

Purpose

The purpose of this paper is to outline the development of a toolkit designed to assist UK small to medium enterprise businesses (SMEs) manage work‐life balance (WLB) policies and practice issues, across the life stages.

Design/methodology/approach

A multi‐method approach was adopted combining a literature review, limited empirical study and piloting of the toolkit.

Findings

Life stages pose complex work‐life challenges for employees and resource and workforce management issues for employers. Demographics, employment cultures and socio‐economic and labour market trends impact on the physical and psychological wellbeing of employees. In striving to fulfil multiple work‐life roles, workers constantly face challenges in terms of (un)paid work/non‐work commitments, caring responsibilities and changing family structures resulting in work/family tensions. This leads to workforce planning, recruitment and retention costs for businesses. Employers face challenges in working with the growing number of WLB policies and in monitoring and evaluating policies, practices and procedures. SMEs require support to adopt a comprehensive WLB approach, whilst meeting operational requirements within resource capabilities and ensuring business sustainability.

Practical implications

The toolkit is a source of WLB guidance for practitioners and those with an HR role in SMEs. The paper encourages reflection on research from business and social science research to better inform human resource (HR) practice.

Originality/value

The paper identifies the critical need for “WLB across the life‐stages” policy and practice guidance for UK SMEs.

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