title: Relationship marketing and disadvantaged health care segments: using internal marketing to improve the vocational rehabilitation process.
abstract: The purpose of vocational rehabilitation (VR) is to provide disabled individuals with the training and support services needed to assimilate into the workforce. This study incorporates concepts developed in the relationship marketing and internal marketing literature to determine the factors that influence overall satisfaction of vocational training services. Results underscore the importance of social and structural bonds that develop among the multiple stakeholders involved in the VR process. Satisfaction is also influenced by the design and equipment used in the facilities and the efficiency of initiating VR services. A highly reliable instrument to measure VR participant satisfaction is presented.
authors.affiliation: College of Business & Economics, University of Wisconsin-Whitewater, 53190-1790, USA. peltierj@uww.edu
authors.forename: James W
authors.initials: JW
authors.lastname: Peltier
authors.forename: Carol
authors.initials: C
authors.lastname: Scovotti
mesh_terms: D006233:Persons with Disabilities / Q000523:psychology / Q000534:rehabilitation*; D016832:Employment, Supported; D006608:Hierarchy, Social; D006801:Humans; D007398:Interpersonal Relations; D015146:Midwestern United States; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011635:Public Health Administration; D012050:Rehabilitation, Vocational / Q000592:standards*; D040241:Social Marketing; D011795:Surveys and Questionnaires; D035862:Vulnerable Populations / Q000523:psychology*