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The great gap. Physicians' perceptions of patient service quality expectations fall short of reality.
J Health Care Mark 1994; 14(2):32-9JH

Abstract

The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them.

Authors+Show Affiliations

School of Business Administration, University of Wisconsin-Milwaukee.No affiliation info availableNo affiliation info available

Pub Type(s)

Journal Article

Language

eng

PubMed ID

10137125

Citation

O'Connor, S J., et al. "The Great Gap. Physicians' Perceptions of Patient Service Quality Expectations Fall Short of Reality." Journal of Health Care Marketing, vol. 14, no. 2, 1994, pp. 32-9.
O'Connor SJ, Shewchuk RM, Carney LW. The great gap. Physicians' perceptions of patient service quality expectations fall short of reality. J Health Care Mark. 1994;14(2):32-9.
O'Connor, S. J., Shewchuk, R. M., & Carney, L. W. (1994). The great gap. Physicians' perceptions of patient service quality expectations fall short of reality. Journal of Health Care Marketing, 14(2), pp. 32-9.
O'Connor SJ, Shewchuk RM, Carney LW. The Great Gap. Physicians' Perceptions of Patient Service Quality Expectations Fall Short of Reality. J Health Care Mark. 1994;14(2):32-9. PubMed PMID: 10137125.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - The great gap. Physicians' perceptions of patient service quality expectations fall short of reality. AU - O'Connor,S J, AU - Shewchuk,R M, AU - Carney,L W, PY - 1995/2/2/pubmed PY - 1995/2/2/medline PY - 1995/2/2/entrez SP - 32 EP - 9 JF - Journal of health care marketing JO - J Health Care Mark VL - 14 IS - 2 N2 - The various players in a health care encounter all hold different perspectives on what constitutes service quality. Findings from this preliminary investigation show that doctors in a multispecialty clinic rated patient expectations of reliability, responsiveness, assurance, and empathy lower than did administrators, patient-contact personnel, and, most significantly, the patients themselves. Health care marketers need to educate doctors on the importance patients place on certain issues and how to address them. SN - 0737-3252 UR - https://www.unboundmedicine.com/medline/citation/10137125/The_great_gap__Physicians'_perceptions_of_patient_service_quality_expectations_fall_short_of_reality_ L2 - https://medlineplus.gov/talkingwithyourdoctor.html DB - PRIME DP - Unbound Medicine ER -