The role of understanding customer expectations in aged care

Leib Leventhal (Conflict Management Systems Designer, Caulfield North, Australia)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 8 February 2008



The purpose of this paper is to argue that understanding and exceeding customer expectations in the aged care services is more complex than other health services and general services because of the multiple stakeholders and additional intimacies that exist.


The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.


The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.


Exploring patient and relative expectation and satisfaction in different theoretical contexts.



Leventhal, L. (2008), "The role of understanding customer expectations in aged care", International Journal of Health Care Quality Assurance, Vol. 21 No. 1, pp. 50-59.

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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