Assessing the influence of switching barriers on patients' expectations and tolerance zone

Ramsaran-Fowdar, Rooma Roshnee

doi:10.1108/09526861311311427

Cited by 8 publications

(5 citation statements)

References 60 publications

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“…As managerial implications, it is recommended that managers should be effective in developing programs that aim at conducting a detailed assessment of customer expectations of collective health plans and that this assessment should be monitored constantly, with the intent of finding out the motives that may lead to the search of new health plan service providers (MILAN; TREZ, 2005;RAMSARAN-FOWDAR, 2013).…”

Section: )mentioning

confidence: 99%

Antecedents to Customer Retention in a Corporate Context

Eberle

Milan

Matos

2016

BBR

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Strategies for relational practice can vary considerably, depending on which constructs are driving customer retention. In this sense, we developed and tested a theoretical model considering the constructs: perceived value, service provider reputation, trust, and switching costs as antecedents to customer retention. This quantitative descriptive study began from a survey, which was applied to a sample of 269 companies-customers of a health plans operator. The data was analyzed with the use of a structural equation modeling. The results show that the perceived value influences on reputation; that reputation impacts on trust and switching costs; that switching costs are configured as antecedent to customer retention; and that customer retention is influenced by reputation. Finally, the moderating effect of customer time was investigated by means of the hierarchical regression, there being no statistically significant relationship between switching costs and customer retention.

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Section: )mentioning

confidence: 99%

Antecedents to Customer Retention in a Corporate Context

Eberle

Milan

Matos

2016

BBR

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“…These expectation can be normative, that is, what consumers believe should be delivered by an excellent service provider or predictive, that is, level of service consumers believe will be delivered in a given service encounter (Shaw-Ching Liu et al, 2000). Normally under steady state conditions, the normative expectations remain fairly stable and endure over a period of time; however, these normative service quality expectations may at times change and exist at multiple levels, that is, highest level of expectation (desired service) and minimum level of expectation (adequate service), also called as the zone of tolerance (Dean, 2004; Ramsaran-Fowdar, 2013). The tolerance zone itself shifts due to competition, price or emergencies.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Is Hospital Service Quality Relevant During COVID-19 Pandemic?

Coutinho¹,

Prasad

2022

Journal of Health Management

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The study captures hospital service quality expectations during the COVID-19 crisis and compares the same before the onset of COVID-19. The study also highlights which dimensions of service quality attenuate during a medical crisis. The authors used a service quality measurement instrument based on SERVQUAL to capture service quality expectation from patients between June 2019 and May 2020. A sample of 700 was obtained (pre COVID-19 sample size 350 and during COVID-19 sample size 350). The data was analysed using partial least squares, structural equation modelling (PLS-SEM) and ANOVA. Service quality and its dimensions of assurance, empathy, reliability, responsiveness and tangibility remain relevant during COVID-19 pandemic, however, there is a drop in service quality expectation in India in all the five dimensions of service quality. Service quality expectations in tangibility dropped by 11.59%, reliability dropped by 8.82%, responsiveness dropped by 11.56%, assurance dropped by 9.82% and empathy dropped by 12.29%. From a practical standpoint, the study also identifies service quality dimensions that hospitals need to focus on during a crisis. In India, hospitals handling COVID-19 patients need to pay special heed to reliability and responsiveness to improve their service quality and better manage care during the pandemic situation.

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“…Complicating the ability to understand patient expectations is the finding that customers may use more than one standard at the same time, and/or have different expectations for different dimensions of a service [ 17 , 41 ]. Further, there is a “zone of tolerance,” which is the gap between the experiences customers expect ideally, and the minimum they will tolerate to consider service adequate [ 17 , 18 , 42 , 43 ]. The zone of tolerance varies depending on situational factors, such as the importance of the situation, and there are likely ranges in the zone of tolerance for different dimensions of the service encounter [ 17 ].…”

Section: Introductionmentioning

confidence: 99%

What matters to you? An observational field study of patient and care provider expectations for health care relationships

Rathert,

Mittler,

Vogus

et al. 2024

PLoS ONE

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Therapeutic connections (TC) between patients and providers are foundational to patient-centered care, which is co-produced between patients and care providers. This necessitates that we understand what patients expect from TCs, the extent to which providers know what patients expect, and what providers expect. The purpose of this study was to examine nine TC dimensions and determine which are most important to patients, which dimensions providers believe are most important to patients, and which are most important to providers. An online survey of patients (n = 388) and care providers (n = 433) was conducted in the USA in March 2021. Respondents rated the extent to which the nine TC dimensions were important to them, followed by open-ended questions to expand upon what matters. The quantitative responses were rank-ordered and rankings were compared across groups. All groups ranked “having the patient’s best interest in mind no matter what” as the top expectation. Patients also ranked “caring commitment” and being “on the same page” as highly important. Providers were relatively accurate in ranking what they believed was most important to patients. Respondents affirmed the TC dimensions in the qualitative results, adding nuance and context, such as patients feeling “heard” and noting providers that go “above and beyond.” Providers ranked dimensions differently for themselves, prioritizing “full presence” and “emotional support” of patients. This study is among the first to examine expectations for TC. TC could play an explanatory role in understanding variation in patient experience ratings and other outcomes.

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Assessing the influence of switching barriers on patients' expectations and tolerance zone

Cited by 8 publications

References 60 publications

Antecedents to Customer Retention in a Corporate Context

Antecedents to Customer Retention in a Corporate Context

Is Hospital Service Quality Relevant During COVID-19 Pandemic?

What matters to you? An observational field study of patient and care provider expectations for health care relationships

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