caa a22 4500 397519451 CHVBK 20180308164628.0 cr unu---uuuuu 161202e199506 xx s 000 0 eng 10.1093/intqhc/7.2.127 doi (NATIONALLICENCE)oxford-10.1093/intqhc/7.2.127 Expectations as Determinants of Patient Satisfaction: Concepts, Theory and Evidence [Elektronische Daten] [ANDREW G. H. THOMPSON, ROSA SUNOL] The apparent lack of conceptual agreement and the inconsistency in the approach to understanding expectations prompted this analysis of the literature in the field of patient satisfaction. A review of 18 journals over the last few years, as well as a number of relevant books, provided the evidence for the state of the current theory. An attempt has been made to distil the main definitions in use, to illustrate practical models of the relationship between expectations and satisfaction, to identify the influential personal and social variables, and to consider the special nature of health care. Some of the empirical methods and findings are then presented, with conclusions made about how the theory of expectations may be developed to assist in understanding patient satisfaction. © 1995 Elsevier Science Ltd Articles nationallicence THOMPSON ANDREW G. H. Lecturer in Quantitative Methods, Cardiff Business School, University of Wales College of Cardiff, Cardiff, Wales, UK aut SUNOL ROSA Director, Avedis Donabedian Foundation, Barcelona, Spain aut International Journal for Quality in Health Care Oxford University Press 7/2(1995-06), 127-141 1353-4505 7:2<127 1995 7 intqhc https://doi.org/10.1093/intqhc/7.2.127 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1093/intqhc/7.2.127 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- THOMPSON ANDREW G. H. Lecturer in Quantitative Methods, Cardiff Business School, University of Wales College of Cardiff, Cardiff, Wales, UK aut NATIONALLICENCE 700 1- SUNOL ROSA Director, Avedis Donabedian Foundation, Barcelona, Spain aut NATIONALLICENCE 773 0- International Journal for Quality in Health Care Oxford University Press 7/2(1995-06), 127-141 1353-4505 7:2<127 1995 7 intqhc Metadata rights reserved CC BY-NC-4.0 http://creativecommons.org/licenses/by-nc/4.0 nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-oxford