Abstract
The purpose of this paper is to propose a new concept named patient context, which is developed by restructuring findings from sociology related to health and medicine. Patient context consists of trigger(s) by which a person is induced to contact medical service. Triggers are situations that evoke utility of medical service to the person. Patient context should play a crucial role in understanding patient satisfaction by the gap model because trigger should be reflected in expectations. In this paper, (1) what kind of triggers forms patient context and (2) how patient context contributes to a deeper understanding of patient satisfaction are described.
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Fujita, S., Hidaka, K. (2014). Patient Context: A New Concept for Gap Model to Understand Patient Satisfaction. In: Mochimaru, M., Ueda, K., Takenaka, T. (eds) Serviceology for Services. ICServ 2013. Springer, Tokyo. https://doi.org/10.1007/978-4-431-54816-4_17
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DOI: https://doi.org/10.1007/978-4-431-54816-4_17
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