Adaptation and customer expectations of health care options.
Customer expectations change as competition intensifies. The authors use adaptation and exchange theories to explain customer expectations, disconfirmation, and satisfaction as applied to three types of health care providers: physicians, walk-in clinics, and hospital emergency rooms. The results show how new referents for expectations challenge competitors to increase performance in order to match changing industry standards.
Gilbert
F W
FW
Department of Management and Marketing, University of Mississippi.
Lumpkin
J R
JR
Dant
R P
RP
D000223:Adaptation, Psychological; D000554:Ambulatory Care Facilities / Q000592:standards*; D000704:Analysis of Variance; D001294:Attitude to Health; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D004636:Emergency Service, Hospital / Q000592:standards*; D006801:Humans; D007407:Interviews as Topic; D016014:Linear Models; D010820:Physicians / Q000592:standards; D015144:Southeastern United States