Evaluating perceived value and expected value gaps based on patient experience during outpatient encounters: An empirical study in China
Our findings are useful for hospital administrators and policymakers to identify strategic focus areas and allocate resources rationally and effectively. We suggest healthcare providers should take measures to narrow the gaps, especially in terms of service efficiency and price.
Authors
- Holger Pfaff (ORCID: https://orcid.org/0000-0001-9154-6575)
- Jinzhu Xie (ORCID: https://orcid.org/0000-0001-6711-6495)
- Yinhuan Hu (ORCID: https://orcid.org/0000-0001-7717-5261)
- Dehe Li (ORCID: https://orcid.org/0000-0001-5957-5536)
- Sha Liu (ORCID: https://orcid.org/0000-0002-8635-9473)
- Zemiao Zhang (ORCID: https://orcid.org/0000-0002-1858-5778)
- Xiandong Feng
Institutions
- University of Cologne (DE)
- Center for Discrete Mathematics and Theoretical Computer Science (US)
- Wuhan University (CN)
- Hubei Provincial Women and Children's Hospital (CN)
- Hubei Zhongshan Hospital (CN)
- Huazhong University of Science and Technology (CN)
Publication Details
- Journal
- Heliyon
- Published
- 2024-09-01
- DOI
- https://doi.org/10.1016/j.heliyon.2024.e37766
- Citations
- 4
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 2.70
Funders
- National Natural Science Foundation of China