Gill Wright

Biography

Professor Gill Wright is Chair of Strategy and Marketing in the School of
Management. She works with the Nuffield Institute of Health on Healthcare
Marketing and has undertaken research in collaboration with the Yorkshire
Heart Centre at the Leeds Teaching Hospital to develop an approach to
managing excellence. She has also contributed to the national evaluation of
healthcare initiatives to develop a customer responsive culture in
healthcare delivery.

Abstract - What can Marketing do for Health Librarians?

Health Librarians face ever-increasing challenges of meeting the
needs of information users and managing the quality of the services
provided. They do this in the context of increasing demand for relevant and
timely information from an increasing base of user/customer groups.

This workshop will address the use of frameworks from Marketing that can
be adopted to lead to increased user satisfaction with Health Library
services.

We will draw specifically on the constructs that facilitate service
providers to understand the particular challenges of providing professional
services and how to manage service quality. We will draw on the notion of
relationship marketing to consider how customer satisfaction can be managed
to deliver an effective and efficient service.

The team leading this workshop comprises three people with complementary
experience in Strategic Services Marketing in public service environments
and in Health Library services specifically.

This page was last updated on: 7 July, 2004