Complaint intensity and health care services.
The author extends his Complaint Intensity Outcome Framework by including a customer-need component and applying the model to a sample of elderly health care consumers. The results indicate that immediate action should be taken to improve complaint mechanisms and performance related to the quality of physicians. Other attributes require less dramatic action, and some require none at all.
Dolinsky
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College of Business, Fairleigh Dickinson University, Madison, NJ, USA.
D000368:Aged; D005163:Factor Analysis, Statistical; D006302:Health Services Research; D006801:Humans; D008873:Mid-Atlantic Region; D008962:Models, Theoretical; D009819:Office Visits / Q000706:statistics & numerical data; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D011216:Practice Management, Medical; D011785:Quality Assurance, Health Care / Q000458:organization & administration* / Q000706:statistics & numerical data; D011795:Surveys and Questionnaires