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…
Abstract
Purpose
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.
Design/method/approach
The author first explores expectation theory and how it links to customer behaviour and then discusses confirmation/disconfirmation theory.
Findings
The author builds an argument that aged care service providers must understand consumer needs and expectations so that customer satisfaction is generated.
Originality/value
Exploring patient and relative expectation and satisfaction in different theoretical contexts.
Details
Keywords
Charlotte Clark, Rowan Myron, Stephen Stansfeld and Bridget Candy
This paper assesses the strength of the evidence on the impact of the physical environment on mental health and well‐being. Using a systematic review methodology, quantitative and…
Abstract
This paper assesses the strength of the evidence on the impact of the physical environment on mental health and well‐being. Using a systematic review methodology, quantitative and qualitative evaluative studies of the effect of the physical environment on child and adult mental health published in English between January 1990 and September 2005 were sought from citation databases. The physical environment was defined in terms of built or natural elements of residential or neighbourhood environments; mental health was defined in terms of psychological symptoms and diagnoses. A total of 99 papers were identified. The strength of the evidence varied and was strongest for the effects of urban birth (on risk of schizophrenia), rural residence (on risk of suicide for males), neighbourhood violence, housing and neighbourhood regeneration, and neighbourhood disorder. The strength of the evidence for an effect of poor housing on mental health was weaker. There was a lack of robust research, and of longitudinal research in many areas, and some aspects of the environment have been very little studied to date. The lack of evidence of environmental effects in some domains does not necessarily mean that there are no effects: rather, that they have not yet been studied or studied meaningfully.