title: 2,000 patients relate their hospital experiences.
abstract: This paper uses the reports of more than 2,000 adult medical/surgical patients drawn from 17 randomly selected hospitals within a midwestern major metropolitan area to (1) describe the differences between patients' reports and ratings of car, (2) determine the influence of service failures on patients' recommendations of a hospital to family and friends and (3) suggest constructive managerial responses to current patient satisfaction monitoring strategies.
authors.forename: A
authors.initials: A
authors.lastname: Minnick
authors.forename: W B
authors.initials: WB
authors.lastname: Young
authors.forename: M J
authors.initials: MJ
authors.lastname: Roberts
mesh_terms: D000328:Adult; D000368:Aged; D005260:Female; D006301:Health Services Needs and Demand; D006761:Hospitals / Q000592:standards*; D006801:Humans; D007297:Inpatients / Q000523:psychology*; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires