Patient satisfaction with medical encounters: A cross-cultural perspective

International Journal of Service Industry Management

Volumn 11, Issue 5, 2000, Pages 399-421

  Winsted, Kathryn Frazer ^a  

^a PACE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Health services; Service operations

Indexed keywords

EID: 0034355617     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230010360137     Document Type: Article

References (74)

1. Andaleeb, S. (1998), "Determinants of customer satisfaction with hospitals: a managerial model", International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181-7.
2. Anderson, E.G. (1997), "Communication makes happy marriages, happy patients", Ophthalmology Times, pp. 34-7.
3. Barnlund, D.C. (1975), Public and Private Self in Japan and the United States: Communicative Styles of Two Cultures, Simul Press, Tokyo.
4. Bitner, M.J., Booms, B. and Tetreault, M. (1990), "The service encounter diagnosing favorable and unfavorable incidents", Journal of Marketing, Vol. 54 No. 1, pp. 71-84.
5. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), "A dynamic model of service quality: from expectations to behavioral intentions", Journal of Marketing Research, Vol. 30 No. 2, pp. 7-27.
6. Bowers, M., Swan, J. and Koehler, W. (1994), "What attributes determine quality and satisfaction with health care delivery", Health Care Management Review, Vol. 19 No. 4.
7. Brown, S. and Swartz, T. (1989), "A gap analysis of professional service quality", Journal of Marketing, Vol. 53 No. 2, pp. 92-8.
8. Buck, E.B., Newton, B.J. and Muramatsu, Y. (1984), "Independence and obedience in the United States and Japan", International Journal of Intercultural Relations, Vol. 8, pp. 279-300.
9. Carman, J. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66 No. 2, pp. 33-55.
10. Chandon, J.-L., Leo, P.-Y. and Philippe, J. (1997), "Service encounter dimensions a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel", International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86.
11. Chesanow, N. (1997), "Hire a pro to survey your patients", Medical Economics, Vol. 20 No. 74, pp. 141-5.
12. Churchill Jr, G. (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
13. Churchill Jr, G. and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19 No. 4, pp. 491-504.
14. Crosby, L., Evans, K. and Cowles, D. (1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
15. Fukutake, T. (1981), Japanese Society Today, University of Tokyo Press, Tokyo.
16. Goldstein, B.Z. and Tamura, K. (1975), Japan and America: A Comparative Study in Language and Culture, Charles E. Tuttle Company, Tokyo.
17. Goleman, D.G. (1995), Emotional Intelligence, Bantam Books, New York, NY.
18. Graham, J. and Sano, Y. (1989), Smart Bargaining: Doing Business with the Japanese, Ballinger, New York, NY.
19. Gutek, B.A. (1995), The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions, Jossey-Bass, San Francisco, CA.
20. Gutek, B.A., Bhappu, A.D., Liao-Troth, M.A. and Cherry, B. (1999), "Distinguishing between service relationships and encounters", Journal of Applied Psychology, Vol. 84 No. 2, pp. 218-33.
21. Hall, E.T. (1981), Beyond Culture, Anchor Press-Doubleday, Garden City, New York, NY.
22. Hall, E.T. and Hall, M.R. (1987), Hidden Differences: Doing Business with the Japanese, Anchor Press-Doubleday, Garden City, New York, NY.
23. Harris, P. and Moran, R. (1990), Managing Cultural Differences, Gulf Publishing Company, Houston, TX.
24. Headley, D.E. and Miller, S.J. (1994), "Measuring service quality and its relationship to future consumer behavior", Journal of Health Care Marketing, Vo. 13 No. 4, pp. 32-8.
25. Hochschild, A. (1983), The Managed Heart, University of California Press, Berkeley, CA.
26. Hofstede, G. (1984), Culture's Consequences, Sage Publications, London.
27. Hogan, J., Hogan, R. and Busch, C.M. (1984), "How to measure service orientation", Journal of Applied Psychology, Vol. 69, pp. 167-73.
28. Japan Economic Newswire (1995), "Postwar Japanese life improved but unsatisfactory: report", 14 November.
29. Jeremy, M. and Robinson, M.E. (1989), Ceremony and Symbolism in the Japanese Home, University of Hawaii Press, Honolulu, HI.
30. John, J. (1991), "Improving quality through patient-provider communication", Journal of Health Care Marketing, Vol. 11 No. 4, pp. 51-61.
31. Keegan, W. (1995), Global Marketing Management, Prentice-Hall, Englewood Cliffs, NJ.
32. Kelley, S.W. (1992), "Developing customer orientation among service employees", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 27-36.
33. Knutson, B., Steven, P., Wullaert, C., Patton, M. and Yokoyama, F. (1990), "LODGSERV: a service quality index for the lodging industry", Hospitality Research Journal, Vol. 14 No. 2, pp. 277-84.
34. Lovelock, C. (1983), "Classifying services to gain strategic marketing insights", Journal of Marketing, Vol. 47 No. 3, pp. 9-20.
35. McAlexander, J.H., Kaldenberg, D.O. and Koenig, H.F. (1994), "Service quality measurement: examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting", Journal of Health Care Marketing, Vol. 13 No. 3, pp. 34-8.
36. MacStravic, S. (1995), "Patient loyalty to physicians", Journal of Health Care Marketing, Vol. 14 No. 4, pp. 53-8.
37. Malhotra, N., Ugaldo, F., Agarwal, J. and Baalbaki, I. (1994), "International services marketing: a comparative evaluation of the dimensions of service quality between developed and developing countries", International Marketing Review, Vol. 11 No. 2, pp. 5-15.
38. Mittal, V. and Baldasare, P. (1996), "Managers should optimize rather than maximize performance to enhance patient satisfaction", Journal of Health Care Marketing, Vol. 16 No. 4, pp. 24-37.
39. Mittal, B. and Lassar, W.M. (1996), "The role of personalization in service encounters", Journal of Retailing, Vol. 72 No. 1, pp. 95-102.
40. Mohr, L. and Bitner, M.J. (1991), "Mutual understanding between customers and employees in service encounters", in Holman, R. and Solomon, M. (Eds), Advances in Consumer Research, Vol. 18, Association for Consumer Research, Provo, UT, pp. 611-17.
41. Mohr, L. and Bitner, M.J. (1995), "The role of employee effort in satisfaction with service transactions", Journal of Business Research, Vol. 32 No. 3, pp. 239-52.
42. Murray, I., Wilcock, A. and Kobayashi, L. (1996), "Obstetrical patient satisfaction", Journal of Health Care Marketing, Vol. 16 No. 3, pp. 54-7.
43. National Accounts Data (2000), Bureau of Economic Analysis, Selected NIPA Tables, fourth quarter 1999.
44. Nester, W. (1993), "Japan's two-step on 'free' trade", Chicago Tribune, 4 May.
45. O'Connor, S., Shewchuk, R. and Bowers, M. (1994), "A model of service quality perceptions and health care consumer behavior", Journal of Hospital Marketing, Vol. 6 No. 11, pp. 69-92.
46. Oliver, R.L., Rust, R.T. and Varki, S. (1997), "Customer delight: foundations, findings, and managerial insight", Journal of Retailing, Vol. 73 No. 3, pp. 311-25.
47. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 3, pp. 41-50.
48. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, Vol. 64 No. 2, pp. 12-40.
49. Parasuraman, A., Berry, L. and Zeithaml, V. (1991), "Understanding customer expectations of services", Sloan Management Review, Vol. 32 No. 2, pp. 39-48.
50. Plymire, J. (1991), "Complaints as opportunities", Journal of Consumer Marketing, Vol. 8 No. 2, pp. 9-43.
51. Pollay, R. (1984), "The identification and distribution of values manifest in print advertising 1900-1980", in Pitts Jr, R. and Woodside, A. (Eds), Personal Values and Consumer Psychology, Lexington Books, D.C. Heath and Company, Lexington, MA, pp. 111-35.
52. Price, L., Arnould, E. and Tierney, P. (1995), "Going to extremes: managing service encounters and assessing provider performance", Journal of Marketing, Vol. 59 No. 2, pp. 83-97.
53. Probst, J.C., Greenhouse, D.L. and Selassie, A.W. (1997), "Patient and physician satisfaction with an outpatient care visit", Journal of Family Practice, Vol. 4 No. 45, pp. 418-34.
54. Proctor, S. and Wright, G. (1998), "Consumer responses to health care: women and maternity services", International Journal of Health Care Quality Assurance, Vol. 11 No. 5, pp. 147-55.
55. Reichheld, F. and Sasser Jr, W. (1990), "Zero defections: quality comes to services", Harvard Business Review, Vol. 68 No. 5, p. 105.
56. Robinson, S. (1999), "Measuring service quality: current thinking and future requirements", Marketing Intelligence and Planning, Vol. 17 No. 1, pp. 21-32.
57. Rubin, H.R., Gandek, B. and Rogers, W.H. et al. (1993), "Patient's ratings of outpatient visits in different practice settings", Journal of the American Medical Association, Vol. 270, pp. 835-40.
58. Schauffler, H.H., Rodriquez, T. and Milstein, A. (1996), "Health education and patient satisfaction", Journal of Family Practice, Vol. 42 No. 1, pp. 62-6.
59. Schmidt, H. (1986), "Japan has joined the West economically, but culturally it remains uniquely Japanese", The Nikon Shimbun Japan Economic Journal, February, p. 7.
60. Smith, R.J. (1983), Japanese Society: Tradition, Self and the Social Order, Cambridge University Press, Cambridge.
61. Solomon, M., Surprenant, C., Czepiel, J. and Gutman, E. (1985), "A role theory perspective on dyadic interactions: the service encounter", Journal of Marketing, Vol. 49 No. 4, pp. 99-111.
62. Strasser, S., Schweikhart, S., Welch III, G. and Burge, J. (1995), "Satisfaction with medical care", Journal of Health Care Marketing, Vol. 15 No. 3, pp. 34-43.
63. Surprenant, C. and Solomon, M. (1987), "Predictability and personalization in the service encounter", Journal of Marketing, Vol. 51 No. 3, pp. 86-96.
64. Takada, H. and Jain, D. (1991), "Cross-national analysis of diffusion of consumer durable goods in Pacific Rim countries", Journal of Marketing, Vol. 55, April, pp. 48-54.
65. Turner, P. and Pol, L. (1995), "Beyond patient satisfaction", Journal of Health Care Marketing, Vol. 15 No. 3, pp. 45-57.
66. Wels-Lips, I., van der Ven, M. and Pieters, R. (1998), "Critical services dimensions: an empirical investigation across six industries", International Journal of Service Industry Management, Vol. 9 No. 3, pp. 286-309.
67. Westbrook, R. and Oliver, R. (1991), "The dimensionality of consumption emotion patterns and consumer satisfaction", Journal of Consumer Research, Vol. 18 No. 3, pp. 84-91.
68. Winsted, K. (1997), "The service experience in two cultures: a behavioral perspective", Journal of Retailing, Vol. 73 No. 3, pp. 337-60.
69. Winston, W. (1988), "The multiplier effect on economic value of customer service", Journal of Professional Services Marketing, Vol. 3 No. 3/4, pp. 5-8.
70. Yau, O.H.M. (1988), "Chinese cultural values: their dimensions and marketing implications", European Journal of Marketing, Vol. 22 No. 5, pp. 44-57.
71. Zeithaml, V. (1981), "How consumer evaluation processes differ between goods and services", in Donnelly, J. and George, W. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.
72. Zeithaml, V., Berry, L. and Parasuraman, A. (1991), "Understanding of customer expectations of service", Sloan Management Review, Vol. 32 No. 3, p. 42.
73. Zifko-Baliga, G.M. and Krampf, R.F. (1997), "Managing perceptions of hospital quality", Marketing Health Services, Vol. 17 No. 3, pp. 28-31.
74. Zyzanski, S.J., Stange, K.C., Langa, D. and Flocke, S.A. (1998), "Trade-offs in high-volume primary care practice", Journal of Family Practice, Vol. 5 No. 46, pp. 397-410.