Related Experiment Videos
Patient expectations of dental services. Image affects expectations, and expectations affect perceived service
K E Clow1, A K Fischer, D O'Bryan
1Pittsburg State University, KS, USA.
Journal of Health Care Marketing
|March 3, 1996
Abstract:
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.