Exploring the dual effects of perceived waiting on healthcare service satisfaction among outpatients
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DOI: 10.1108/apjml-03-2018-0119
Abstract: PurposeThe purpose of this paper is to explore healthcare waiting time and the negative and positive effects (i.e. the dual effects) it has on outpatient satisfaction.Design/methodology/approachSelf-administered surveys with 334 outpatients and follow-up interviews with 20… read more here.
Keywords: satisfaction; positive effects; perceived waiting; exploring dual ... See more keywords