Dolinsky A L
College of Business, Fairleigh Dickinson University, Madison, NJ, USA.
J Health Care Mark. 1995 Summer;15(2):42-7.
The author extends his Complaint Intensity Outcome Framework by including a customer-need component and applying the model to a sample of elderly health care consumers. The results indicate that immediate action should be taken to improve complaint mechanisms and performance related to the quality of physicians. Other attributes require less dramatic action, and some require none at all.
作者通过纳入客户需求部分并将该模型应用于老年医疗保健消费者样本，扩展了他的投诉强度结果框架。结果表明，应立即采取行动改善与医生质量相关的投诉机制和表现。其他属性需要的行动力度较小，有些则根本不需要采取行动。
