Patient expectations of dental services. Image affects expectations, and expectations affect perceived service quality.
The authors construct a theoretical model of the antecedents of expectations for dental services by analyzing survey responses from 240 dental patients. The patients' image of the dentist, tangible cues, situational factors, and patient satisfaction with prior service encounters have the greatest influence on expectations of service, whereas marketing variables, such as price and advertising, appear to have no effect.
Clow
K E
KE
Pittsburg State University, KS, USA.
Fischer
A K
AK
O'Bryan
D
D
D003752:Dental Health Services / Q000191:economics / Q000458:organization & administration / Q000592:standards*; D017598:Efficiency, Organizational; D017048:Health Care Costs / Q000592:standards; D006297:Health Services Accessibility / Q000592:standards; D008389:Marketing of Health Services / Q000592:standards; D017060:Patient Satisfaction; D011361:Professional Competence; D011787:Quality of Health Care; D014481:United States