Proposes a conceptual model of quality which incorporates an expectation framework. The model was prompted by a related empirical study examining effectiveness in a health care setting which highlighted the importance of quality measures in a contracting environment. The model attempts to understand the relationships between perceived service quality and patient expectations, experience and satisfaction. Makes recommendations which are considered to be relevant to NHS policy makers.
Conway, T. and Willcocks, S. (1997), "The role of expectations in the perception of health care quality: developing a conceptual model", International Journal of Health Care Quality Assurance, Vol. 10 No. 3, pp. 131-140. https://doi.org/10.1108/09526869710167058Download as .RIS
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