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Hedonic And Utilitarian Value And Patient Satisfaction: Perceptual Differences Between Patients And Providers, Kerri M. Camp, Kevin James, Krist Swimberghe, Barry J. Babin

Marketing Faculty Publications and Presentations

Healthcare is continually evolving to meet changing governmental regulations and a new emphasis on patient perceptions of quality care. Governmental mandates create a shift in focus from volume-based to value-based reimbursement for providers. The purpose of this article is to identify satisfaction drivers with particular emphasis on similarities and differences between the perceptions of hospital patients and providers. A combination of quality-based healthcare, stakeholder theory, and services literature points to key service outcomes including expectations, quality, value, and satisfaction. Multiple group structural equations modeling provides a vehicle for examining differences in relationships among these constructs between these two key stakeholders, …