Explanatory models of influences on the construction and expression of user satisfaction

Dados Bibliográficos

ID4590872
AutoresStephen Atkinson (0000-0002-7186-0644, Durham University), Sarah Atkinson (0000-0003-4605-0057), Regianne Leila Rolim Medeiros (Universidade Estadual do Ceará), Regianne L Medeiros
Ano2009
Volume68
Fascículo11
Páginas2089-2096
Data de publicação2009-06-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoSocial Science & Medicine (JOURNAL)
Identificadores do periódicoISSN: 0277-9536 • E-ISSN: 1873-5347
EditoraElsevier BV (PUBLISHER)
DOI10.1016/j.socscimed.2009.03.042
PMID19427729
OpenAlexW2046913429
IdiomaEN
Citações recebidas7
Referências citadas19

The paper asks why high levels of expressed satisfaction are recorded in settings where health care provision is manifestly inadequate. Qualitative interviews with 30 women aged 25-60 years from a rural district health system of Northeast Brazil were used to explore the applicability of three explanatory models of influences on the construction and expression of satisfaction: expectations; contextual dynamics; mediating filters. The first two of these models argue that a lack of information and a reluctance to be negative respectively lead to high expressed satisfaction that is artificial. The concept of mediating filters proposes that respondents construct an evaluation that takes account of wider issues, such that high levels of expressed satisfaction are, in this sense, real. All three models contribute towards answering the paper's question. However, our data suggest that it is an informed, but low, expectation of health care provision that leads to alternative strategies, including resort to patron-client networks, and success in gaining good health care that is important. Mediating filters identified in this study were culpability and the reference time-frame. We raise questions for practice and offer a combined explanatory model

Construct (python library · Economics · Epistemology · Explanatory model · Expression (computer science · Frame (networking · Health care · Computer Science · Customer Service Quality and Loyalty · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Psychology · Social Psychology