The great gap. Physicians' perceptions of patient service quality expectations fall short of reality.
The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them.
School of Business Administration, University of Wisconsin-Milwaukee.
S J
SJ
O'Connor
R M
RM
Shewchuk
L W
LW
Carney
D000554:Ambulatory Care Facilities / Q000592:standards; D001291:Attitude of Health Personnel; D003625:Data Collection; D016002:Discriminant Analysis; D006123:Group Practice / Q000592:standards; D015146:Midwestern United States; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D010820:Physicians / Q000523:psychology* / Q000706:statistics & numerical data; D011787:Quality of Health Care / Q000592:standards* / Q000706:statistics & numerical data; D014504:Urban Health