Clow K E, Fischer A K, O'Bryan D
Pittsburg State University, KS, USA.
J Health Care Mark. 1995 Fall;15(3):23-31.
The authors construct a theoretical model of the antecedents of expectations for dental services by analyzing survey responses from 240 dental patients. The patients' image of the dentist, tangible cues, situational factors, and patient satisfaction with prior service encounters have the greatest influence on expectations of service, whereas marketing variables, such as price and advertising, appear to have no effect.
作者通过分析240名牙科患者的调查回复，构建了一个牙科服务期望前因的理论模型。患者对牙医的印象、有形线索、情境因素以及患者对先前服务体验的满意度对服务期望影响最大，而价格和广告等营销变量似乎没有影响。
