2022
DOI: 10.11611/yead.1176994
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The Comparison of Differences Between Service Providers and Customers’ (Patients’) Views on Their Expectations, an Experiment in Health Sector

Abstract: This study aims to determine whether customer (patients) and service providers (dentists) have different views on customers' (patients') expectations from treatment for transitioning to more customer (patient)-centered management. The surveys were conducted with 78 dentists and 481 patients in the offices of a private healthcare facility. The surveys asked participants to make two different assessments. One was to assign importance scores to the criteria, and the other was to rank the criteria by importance. B… Show more

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