Client De-Selection by a Professional Service

Jones, Victoria Collette (2006) Client De-Selection by a Professional Service. [Dissertation (University of Nottingham only)] (Unpublished)

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This research attempts to investigate the dynamics involved, concerning the ending of the professional relationship between a dentist and their patient where this is specifically initiated by the dentist. In doing so it aims to enhance the literature on business/consumer relationship dissolution that has only recently begun to be explored.

This has been achieved by interviewing ten dentists; to investigate occasions when they have terminated the professional relationship they have with their patients (clients). Motivations for deciding to terminate the relationship have been investigated along with processes used, in terms of communication style adopted. In addition the emotional effects on the dentists as a result of this process, and their reflections on this are described.

This project has determined that numerous reasons can be found for a dentist to terminate the relationship a dentist has with their client, these most commonly being influenced by, from the dentist perspective; a clients unrealistic expectations. This research helps to recognise that client de-selection by a professional service does exist, and that the outcomes in such situations tend to be as a result of the communication style adopted which is further influenced by the personal and professional values of the dentist and indicates that emotional competencies may play a part in this as well..

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 15 Feb 2007
Last Modified: 06 Apr 2016 15:41

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