Expectations as Determinants of Patient Satisfaction: Concepts, Theory and Evidence

The apparent lack of conceptual agreement and the inconsistency in the approach to understanding expectations prompted this analysis of the literature in the field of patient satisfaction. A review of 18 journals over the last few years, as well as a number of relevant books, provided the evidence f...

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Veröffentlicht in:International journal for quality in health care Jg. 7; H. 2; S. 127 - 141
Hauptverfasser: THOMPSON, ANDREW G. H., SUNOL, ROSA
Format: Journal Article
Sprache:Englisch
Veröffentlicht: England Oxford University Press 01.06.1995
PERGAMON
Schlagworte:
Attitude to Health
Culture
Female
Goals
Humans
Male
Patient Satisfaction
Psychological Theory
ISSN:1353-4505, 1464-3677
Online-Zugang:Volltext
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Zusammenfassung:The apparent lack of conceptual agreement and the inconsistency in the approach to understanding expectations prompted this analysis of the literature in the field of patient satisfaction. A review of 18 journals over the last few years, as well as a number of relevant books, provided the evidence for the state of the current theory. An attempt has been made to distil the main definitions in use, to illustrate practical models of the relationship between expectations and satisfaction, to identify the influential personal and social variables, and to consider the special nature of health care. Some of the empirical methods and findings are then presented, with conclusions made about how the theory of expectations may be developed to assist in understanding patient satisfaction.
Bibliographie:istex:920A7E12E30064F8131E425254B21A2E4CA88465
A. Thompson, Cardiff Business School, UWCC, Cardiff CFI 3EU, Wales, UK.
ArticleID:7.2.127
ark:/67375/HXZ-W5KCZT4N-9
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ISSN:1353-4505
1464-3677
DOI:10.1093/intqhc/7.2.127