Eliminate the Negative: Managers Should Optimize Rather than Maximize Performance to Enhance Patient Satisfaction

Journal of Health Care Marketing, 16(3), 24-31, 1996

9 Pages Posted: 27 Oct 2013 Last revised: 1 Nov 2013

Date Written: 1996

Abstract

Performance on a particular attribute has an asymmetric impact on patient satisfaction. Gaining insight into this asymmetric effect can help refine management tools such as impact analysis. For overall satisfaction, negative performance on an attribute will have a much larger impact than positive performance. Therefore, managers should optimize, rather than maximize attribute-level performance to maximize patient satisfaction. Because of this asymmetry, the benefit from eliminating negative performance may be larger than the benefit gained from increasing positive performance on an attribute. So you can increase overall satisfaction faster by eliminating the negatives.

Keywords: patient satisfaction, attribute level performance

Suggested Citation

Mittal, Vikas and Baldasare, Patrick, Eliminate the Negative: Managers Should Optimize Rather than Maximize Performance to Enhance Patient Satisfaction (1996). Journal of Health Care Marketing, 16(3), 24-31, 1996, Available at SSRN: https://ssrn.com/abstract=2345382

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Patrick Baldasare

Independent

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
119
Abstract Views
759
rank
296,797
PlumX Metrics