Nature and determinants of customer expectations of service recovery in health care.
Service recovery refers to the service provider's response to a dissatisfied customer. This article proposes a model of customer expectations of service recovery in health care services. The model discusses two types of service recovery expectations: will and should. An exploratory study indicates that industry reputation and personal experiences drive customers' "will-expectations" of service recovery while "should-expectations" can be explained via norm, fairness, social contract and hospitality theories.
Dasu
S
S
University of Southern California, Los Angeles, USA.
Rao
J
J
D017598:Efficiency, Organizational; D019538:Health Care Surveys; D006302:Health Services Research / Q000379:methods; D006739:Hospital Administration / Q000592:standards*; D015285:Hospital-Patient Relations; D006801:Humans; D007398:Interpersonal Relations; D017146:Models, Organizational; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States