Stakeholders' views of service quality in community pharmacy: A qualitative study

Lesley White*, Christopher Clark

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)


This study investigates the views of a range of stakeholders regarding the effectiveness of service quality as a differentiating position for community pharmacy. Using qualitative methodology, 20 in-depth interviews were conducted with various stakeholders of the retail pharmacy market, including community pharmacists. It was found that current service levels were perceived to be variable, with a strong level of concern evident that the rhetoric of professionalism in community pharmacy is not always matched by the reality. There was disagreement regarding whether potential market entrants such as supermarkets would be capable of delivering a high quality of service and indeed whether that would even be their objective.

Original languageEnglish
Pages (from-to)48-65
Number of pages18
JournalHealth Marketing Quarterly
Issue number1
Publication statusPublished - Jan 2010


  • Community pharmacy
  • Positioning
  • Professional service providers
  • Service quality
  • Services marketing


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