Healthcare is continually evolving to meet changing governmental regulations and a new emphasis on patient perceptions of quality care. Governmental mandates create a shift in focus from volume-based to value-based reimbursement for providers. The purpose of this article is to identify satisfaction drivers with particular emphasis on similarities and differences between the perceptions of hospital patients and providers. A combination of quality-based healthcare, stakeholder theory, and services literature points to key service outcomes including expectations, quality, value, and satisfaction. Multiple group structural equations modeling provides a vehicle for examining differences in relationships among these constructs between these two key stakeholders, patients and providers. Results suggest that utilitarian value is central to successful healthcare service experiences. But, the results also suggest differences between patients and providers in the way they believe utilitarian value affects outcomes; the results suggest that healthcare providers may underestimate utilitarian value’s role relative to patient perceptions.


This is a post-print version of this article. Published version can be found in the Journal of Applied Management and Entrepreneurship. DOI: [10.9774/GLEAF.3709.2017.ja.00003]


Greenleaf Publishing

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Camp, K. M., James, K., Babin, B., and Swimberghe, K. (2017). Hedonic and Utilitarian Value Drivers for Patient Satisfaction: Perceptual Differences between Patients and Providers. The Journal of Applied Management and Entrepreneurship, 22(1), 6-27.

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