Examines behaviors of doctors that influence patient evaluation of medical encounters. It examines these behaviors in both the USA and Japan and compares the findings. A list of behaviors relevant to patient evaluation of a medical encounter is developed. Performance of these behaviors in specific medical transactions is then examined and the relationship between performance of each behavior and encounter satisfaction is analyzed. Behaviors are grouped, using factor analysis from consumer surveys, into four dimensions in the USA (concern, civility, congeniality and attention) and five dimensions in Japan (concern, civility, congeniality, communication, and courtesy). Each is defined using multiple behavioral measures. Despite many differences in the cultures of these two countries and their medical delivery systems, many similarities are found in how consumers evaluate medical services in the two countries. Measures include some concepts not widely addressed in current services literature, including conversation, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and medical training and management.
International Journal of Service Industry Management – Emerald Publishing
Published: Dec 1, 2000
Keywords: Service operations; Customer satisfaction; Health services
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera