Becker B W, Kaldenberg D O
College of Business, Oregon State University, USA.
Mark Health Serv. 2000 Winter;20(4):22-8.
This article reviews and compares the perceptions of nursing homes by residents and their proxies (family, friends, etc.) and reports that residents tended to give higher ratings to services than do their proxies. The analysis attempts to determine why residents give higher marks, which group the facility should look to for feedback, and whether the ratings will help organize the strengths and weaknesses in the facility to produce positive word of mouth within the community.
本文回顾并比较了疗养院居民及其代理人（家人、朋友等）对疗养院的看法，并报告称居民对服务的评分往往高于其代理人。该分析试图确定居民给出更高分数的原因、疗养院应向哪类人群寻求反馈，以及这些评分是否有助于梳理疗养院的优势和劣势，从而在社区内产生良好口碑。
