title: Stop measuring patient satisfaction. To build loyalty, hospitals need to exceed customers' expectations.
authors.affiliation: fredlee@aol.com
authors.forename: Fred
authors.initials: F
authors.lastname: Lee
mesh_terms: D019985:Benchmarking; D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006801:Humans; D007398:Interpersonal Relations; D008389:Marketing of Health Services / Q000458:organization & administration*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D014481:United States