A Psychologically-Based Definition of Customer Satisfaction
A shift in focus from quality to satisfaction (Johnson and its antecedents ) has created a need for further research into satisfaction (Westbrook and Oliver, 1991, and Oliver, 1993). This paper examines the psychology, customer satisfaction, service operations management, and health care management literatures to develop an appropriate definition for overall satisfaction and to develop a definition of satisfaction for each process segment of an ambulatory surgery process.
Recommended CitationWicks, Angela M.; Anderson-Fletcher, Elizabeth; and Chin, Wynn E., "A Psychologically-Based Definition of Customer Satisfaction" (2004). Management Working Papers. Paper 26.
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