Abstract
This article examines behaviors of doctors that influence patient evaluation
of medical encounters. It examines these behaviors in both the U.S.
and Japan and compares the findings. A list of behaviors relevant
to patient evaluation of a medical encounter is developed. Performance
of these behaviors in specific medical transactions is then examined and
the relationship between performance of each behavior and encounter satisfaction
is analyzed. Behaviors are grouped, using factor analysis from consumer
surveys, into four dimensions in the United States - concern, civility,
congeniality and attention – and five dimensions in Japan – concern, civility,
congeniality, personalization, and courtesy. Each is defined using
multiple behavioral measures. Measures include some concepts
not widely addressed in current services literature, including conversation,
genuineness, attitude, and demeanor. These dimensions and constituent
behaviors provide a framework for future research and medical training
and management.
Return to Professor Winsted's home page