Is the best defense a good offense? Marketing of quality by US nursing homes

Jane Catherine Banaszak-Holl, Judith G Calhoun, Larry R Hearld

Research output: Chapter in Book/Report/Conference proceedingChapter (Book)Researchpeer-review


In recent decades, health care has seen the introduction of a greater number of corporate and managerial practices with the intended purpose of improving the organization and delivery of services (Scott et al. 2000). Although the spread of managerial logic has been slower among nursing homes, recent growth of large facilities and corporate-owned facilities has helped introduce administrative processes into this sector (Kitchener and Harrington 2004). Managerial practices are tools for improving efficiency and effectiveness, but they also play an important role institutionalizing authority and influencing external stakeholders (Scott et al. 2000). In this study, we examine how facility quality and structural characteristics affect both internal uses of quality information and attempts to influence external stakeholders’ views of quality in the nursing home industry.
Original languageEnglish
Title of host publicationOrganizing and Reorganizing: Power and Change in Health Care Organizations
EditorsLorna McKee, Ewan Ferlie, Paula Hyde
Place of PublicationLondon
PublisherPalgrave Macmillan
ISBN (Electronic)978-0-230-58320-7
ISBN (Print)978-1-349-36048-2
Publication statusPublished - 2008


  • nursing home
  • customer relationship management
  • organizational identity
  • marketing activity
  • occupancy rate

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