Title

Definitions of the Antecedents of Patient Satisfaction for an Ambulatory Surgery Center

Document Type

Article

Comments

Request a copy of the paper from the author: Angela M. Wicks

Request a copy of the paper from the author: Elizabeth Anderson-Fletcher

Request a copy of the paper from the author: Wynne E. Chin

Abstract

A shift in focus from quality to satisfaction (Johnson and Gustafsson, 2000) has created a need for further research into satisfaction and its antecedents (Westbrook and Oliver, 1991, and Oliver, 1993). This paper examines the traditionally used antecedents of satisfaction from the health care management, service operations management, and customer satisfaction literatures to develop the appropriate antecedents of patient satisfaction for an ambulatory surgery center. The original ten dimensions of quality (Parasuraman, et al., 1985) and focus group discussions were utilized to develop and define the antecedents of patient satisfaction.

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