title: Consumers with options. Service excellence models help to ensure that patients get the quality care they expect.
abstract: Customer satisfaction represents the outcome of patients' expectations of nursing care and the care actually received.
authors.affiliation: University of Kansas Hospital, Overland Park, USA.
authors.forename: R
authors.initials: R
authors.lastname: Perucca
mesh_terms: D015285:Hospital-Patient Relations; D006801:Humans; D009732:Nursing Care / Q000592:standards*; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011787:Quality of Health Care