1.

図書
図書
1. Wendy Leebov's essentials for great patient experiences : no-nonsense solutions with gratifying results
Wendy Leebov
出版情報: Chicago : Health Forum, c2008
目次情報: 続きを見る
Empathy fitness for leaders
Lessening patient anxiety
A giant step toward patient-centered care
Using scripts for patient interactions
Easing the wait for patients
Customer rounds
The connective tissue issue
Dealing with difficult-for-me people
The gift of customer complaints
Working better with physicians
Less turnover, better patient care
How to create a patient satisfaction epidemic
Empathy fitness for leaders
Lessening patient anxiety
A giant step toward patient-centered care
2.

図書
図書
2. Creating consumer loyalty in healthcare
R. Scott MacStravic
出版情報: Chicago, Ill. : Health Administration Press, c1999
シリーズ名: Management series / American College of Healthcare Executives
3.

図書
図書
3. Managing patient expectations : the art of finding and keeping loyal patients
Susan Keane Baker
出版情報: San Francisco : Jossey Bass, 1998
4.

論文
論文
4. Patient loyalty to health care organizations: Strengthening and weakening (satisfaction and provider switching)
Astuti, Herni Justiana ; Nagase, Keisuke
出版情報: Journal of Medical Marketing.  14  pp.191-200,  2014-04-01.  SAGE Publications
URL: http://hdl.handle.net/2297/44617
概要: This study tested a model of patient loyalty, patient satisfaction, and providers switching. The data were analyzed in t … wo separate stages but linked sequentially with structural equation modeling using partial least squares. A comparison of expectations and actual experiences of patients revealed two effects. If their actual experience was better than their expectations, they became loyal, but if the opposite occurred, they generally switched to other health care providers. This negative effect was not observed when the patients' treatment modes were considered-they would still choose the health service because of imposed circumstances. The switching behavior of the patient is also not a moderating variable. © The Author(s) 2015. 続きを見る