When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings

被引:99
作者
Vogus, Timothy J. [1 ]
McClelland, Laura E. [2 ]
机构
[1] Vanderbilt Univ, Owen Grad Sch Management, Nashville, TN 37203 USA
[2] Virginia Commonwealth Univ, Dept Hlth Adm, Richmond, VA 23298 USA
关键词
Patient satisfaction; Healthcare; Measurement; Service quality; HOSPITAL-CARE; EMERGENCY-DEPARTMENT; RELATIONAL COORDINATION; PATIENTS PERCEPTION; SERVANT LEADERSHIP; INPUT UNCERTAINTY; PERFORMANCE; EMPLOYEE; MANAGEMENT; CLIMATE;
D O I
10.1016/j.hrmr.2015.09.005
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
As customer satisfaction and service quality have become increasingly important, management scholars have developed an impressive body of research regarding their antecedents. However, important gaps remain regarding satisfaction in diverse populations, better specifying practices and mechanisms, and the forms and effects of co-production practices. Oft-overlooked health services research on patient satisfaction and experience provides evidence of how the sector manages the extreme complexity, co-production, and intangibility of health care delivery where the financial and human consequences of low quality are high. Consequently, health care organizations, out of necessity, have developed specific practices to manage complexity and diversity ( cultural competence and relational work systems), intangibility (compassion practices), and co-production (patient-centered care) to customize care and improve patient satisfaction and service quality. We also discuss the interpersonal processes (e.g., empathic communication) by which they do so. Then, we briefly explore unique temporal dynamics of care delivery and its measurement over time, and conclude with implications for future research on customer satisfaction and service quality-(e.g., novel practices in health care as natural experiments) and patient satisfaction and servicequality (e.g., building on management research to examine the effects of leadership, service climate, and emotional labor). (C) 2015 Elsevier Inc. All rights reserved.
引用
收藏
页码:37 / 49
页数:13
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