Related Experiment Video
Updated: Aug 10, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Adaptation and customer expectations of health care options
F W Gilbert1, J R Lumpkin, R P Dant
1Department of Management and Marketing, University of Mississippi.
Abstract:
Customer expectations change as competition intensifies. The authors use adaptation and exchange theories to explain customer expectations, disconfirmation, and satisfaction as applied to three types of health care providers: physicians, walk-in clinics, and hospital emergency rooms. The results show how new referents for expectations challenge competitors to increase performance in order to match changing industry standards.
Related Concept Videos
Current Trends in Nursing II
Introduction To Health Care Delivery System
The Institute of Medicine (IOM) advocates for a patient-centered, effective, safe, timely, equitable, and effective healthcare system. The National Priorities...
Issues And Trends In Healthcare Delivery System
Cost Containment
Payment for healthcare services has historically promoted adoption of costly and often unnecessary or inefficient...
Ethical Issues
Ethical Concerns in Healthcare:
Standards of Care I
Standards of Care II

