Adaptation and customer expectations of health care options

J Health Care Mark. 1992 Sep;12(3):46-55.


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.

MeSH terms

  • Adaptation, Psychological
  • Ambulatory Care Facilities / standards*
  • Analysis of Variance
  • Attitude to Health
  • Consumer Behavior / statistics & numerical data*
  • Emergency Service, Hospital / standards*
  • Humans
  • Interviews as Topic
  • Linear Models
  • Physicians / standards
  • Southeastern United States