Alford B L
School of Business Administration, University of Evansville, IN 47722, USA.
Health Mark Q. 1998;15(4):55-74. doi: 10.1300/J026v15n04_04.
The paper simultaneously assesses the influence of affect toward the health care provider, attributions of the health care provider, and disconfirmation on patient satisfaction with the health care provider and their intention to return to the health care provider in the future. The findings indicate affect and disconfirmation play a role in patients' judgements, but attribution does not. Also, patients appear to have a zone of tolerance as to the events that constitute the health care service delivery. This suggests that health care providers may have a zone of variation in the action they take and still maintain a satisfied patient.
该论文同时评估了对医疗服务提供者的情感、对医疗服务提供者的归因以及不一致性对患者对医疗服务提供者的满意度及其未来返回该医疗服务提供者的意愿的影响。研究结果表明，情感和不一致性在患者的判断中起作用，但归因不起作用。此外，患者对于构成医疗服务提供的事件似乎有一个容忍范围。这表明医疗服务提供者在其采取的行动中可能有一个变化范围，并且仍能使患者满意。
