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Full-Text Articles in Social and Behavioral Sciences
The Role Of Expectations As Determinants Of Satisfaction In An Outpatient Care Setting, Jan Strohmeyer Brien
The Role Of Expectations As Determinants Of Satisfaction In An Outpatient Care Setting, Jan Strohmeyer Brien
Dissertations
Understanding patient satisfaction is a central theme in today's healthcare landscape. The role of patient expectations and its impact on patient satisfaction has not been well understood in the context of a viable theoretical model. Thibault and Kelly's Theory of Interpersonal Relations and constructs of expectations in relationships are used to develop a framework for identifying the main factors driving both expectations and satisfaction. Measures are developed for comparison level of current outcomes compared to expectations (CL), comparison level of alternatives to care (CLalt), investment in selecting a physician, and prior satisfaction. Participants included a random sample of 500 primary …