Definitions of the Antecedents of Patient Satisfaction for an Ambulatory Surgery Center
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.
Recommended CitationWicks, Angela M.; Anderson-Fletcher, Elizabeth; and Chin, Wynn E., "Definitions of the Antecedents of Patient Satisfaction for an Ambulatory Surgery Center" (2004). Management Working Papers. Paper 28.