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The role of expectations in patient satisfaction with medical care.

Caroline K. Ross, G Frommelt, Louise Hazelwood, Rocío Chang

Open publisher page 171 citations

Abstract

The purpose of this article is to review research about the role of expectations in patients or consumer satisfaction and to identify theories to account for the process by which patient satisfaction is achieved. Studies are examined to suggest how expectations and satisfaction may be defined or measured and to describe the empirical support for an expectation and satisfaction relationship. The application of an expectation and satisfaction model to health care marketing is discussed.

About this research paper

What this paper is about

The purpose of this article is to review research about the role of expectations in patients or consumer satisfaction and to identify theories to account for the process by which patient satisfaction is achieved. Studies are examined to suggest how expectations and satisfaction may be defined or measured and to describe the empirical support for an expectation and satisfaction relationship. The application of an expectation and satisfaction model to health care marketing is discussed.

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OpenAlex reports 171 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

The purpose of this article is to review research about the role of expectations in patients or consumer satisfaction and to identify theories to account for the process by which patient satisfaction is achieved. Studies are examined to suggest how expectations and satisfaction may be defined or measured and to describe the empirical support for an expectation and satisfaction relationship. The application of an expectation and satisfaction model to health care marketing is discussed.

Key concepts: Patient satisfaction, Consumer satisfaction, Health care, Psychology, Customer satisfaction, Marketing, Process (computing), Medical care

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