The DOI matches its Crossref record; 32 of the 32 references it cites were found in a registry or an index.
Expectations as Determinants of Patient Satisfaction: Concepts, Theory and Evidence
Abstract
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 distill 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.
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Cites
(1975) · PhilPapers (PhilPapers Foundation) · Cited by 36,737
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
Attractive Quality and Must-Be Quality
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Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions
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River Magic: Extraordinary Experience and the Extended Service Encounter
Arnould, E. J., & Price, L. L. (1993) · Journal of Consumer Research · doi:10.1086/209331 · Cited by 2,572
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Models of Consumer Satisfaction Formation: An Extension
Tse, D. K., & Wilton, P. C. (1988) · Journal of Marketing Research · doi:10.1177/002224378802500209 · Cited by 2,230
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Westbrook, R. A., & Oliver, R. L. (1991) · Journal of Consumer Research · doi:10.1086/209243 · Cited by 2,164
Response Determinants in Satisfaction Judgments
Oliver, R. L., & DeSarbo, W. S. (1988) · Journal of Consumer Research · doi:10.1086/209131 · Cited by 1,679
Cited by
The meaning of patient satisfaction: An explanation of high reported levels
Williams, B., Coyle, J., & Healy, D. (1998) · Social Science & Medicine · doi:10.1016/s0277-9536(98)00213-5 · Cited by 583
University Students' Expectations of Teaching
Sander, P., Stevenson, K., King, M., & Coates, D. (2000) · Studies in Higher Education · doi:10.1080/03075070050193433 · Cited by 454
Bowling, A., Rowe, G., Lambert, N., Waddington, M., Mahtani, K., Kenten, C., Howe, A., & Francis, S. (2012) · Health Technology Assessment · doi:10.3310/hta16300 · Cited by 326
Patient satisfaction revisited: A multilevel approach
Hekkert, K. D., Cihangir, S., Kleefstra, S. M., van den Berg, B., & Kool, R. B. (2009) · Social Science & Medicine · doi:10.1016/j.socscimed.2009.04.016 · Cited by 311
A Review of Patient and Provider Satisfaction with Telemedicine
Nguyen, M., Waller, M., Pandya, A., & Portnoy, J. (2020) · Current Allergy and Asthma Reports · doi:10.1007/s11882-020-00969-7 · Cited by 289
Metadata
- Authors
- THOMPSON, A. G. H., & SUNOL, R.
- Venue
- International Journal for Quality in Health Care
- Publisher
- Oxford University Press (OUP)
- Published
- 1995-06-01
- Volume
- 7
- Issue
- 2
- Pages
- 127-141
- ISSN
- 1353-4505 (ISSN-L)
- 1464-3677
- OpenAlex
- W2125114398
- Cited by
- 572
- References
- 32
- FWCI
- 17.37
- Type
- journal article
- Language
- en
- Open access
- closed
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- THOMPSON, A. G. H., & SUNOL, R. (1995). Expectations as Determinants of Patient Satisfaction: Concepts, Theory and Evidence. International Journal for Quality in Health Care. https://doi.org/10.1093/intqhc/7.2.127
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
