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Patient satisfaction with medical encounters – a cross‐cultural perspective

Patient satisfaction with medical encounters – a cross‐cultural perspective 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Patient satisfaction with medical encounters – a cross‐cultural perspective

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230010360137
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Dec 1, 2000

Keywords: Service operations; Customer satisfaction; Health services

References