Patient satisfaction with medical encounters – a cross‐cultural perspective

Kathryn Frazer Winsted ( Pace University, Pleasantville, New York, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Publication date: 1 December 2000


Examines behaviors of doctors that influence patient evaluation of medical encounters. It examines these behaviors in both the USA 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 USA (concern, civility, congeniality and attention) and five dimensions in Japan (concern, civility, congeniality, communication, and courtesy). Each is defined using multiple behavioral measures. Despite many differences in the cultures of these two countries and their medical delivery systems, many similarities are found in how consumers evaluate medical services in the two countries. 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.



Frazer Winsted, K. (2000), "Patient satisfaction with medical encounters – a cross‐cultural perspective", International Journal of Service Industry Management, Vol. 11 No. 5, pp. 399-421.

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Copyright © 2000, MCB UP Limited

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