The role of understanding customer expectations in aged care
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 8 February 2008
Abstract
Purpose
The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.
Design/method/approach
The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.
Findings
The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.
Originality/value
Exploring patient and relative expectation and satisfaction in different theoretical contexts.
Keywords
Citation
Leventhal, L. (2008), "The role of understanding customer expectations in aged care", International Journal of Health Care Quality Assurance, Vol. 21 No. 1, pp. 50-59. https://doi.org/10.1108/09526860810841156
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited