370
Views
4
CrossRef citations to date
0
Altmetric
Original Articles

Physician Sociality Communication and Its Effect on Patient Satisfaction

Pages 69-86 | Published online: 30 May 2008

References

  • Anderson , L. A. , & Zimmerman , M. A. ( 1993 ). Patient and physician perceptions of their relationship and patient satisfaction: A study of chronic disease management . Patient Education and Counseling , 20 , 27 – 36 .
  • Beach , M. C. , Roter , D. , Larson , S. , Levinson , W. , Ford , D. , & Frankel , R. ( 2004a ). What do physicians tell patients about themselves? A qualitative analysis of physician self-disclosure . Journal of General Internal Medicine , 19 , 911 – 916 .
  • Beach , M. C. , Roter , D. , Rubin , H. , Frankel , R. , Levinson , W. , Ford , D. ( 2004b ). Is physician self-disclosure related to patient evaluation of office visits . Journal of General Internal Medicine , 19 , 905 – 910 .
  • Bertakis , K.D. , Roter , D. , & Putnam , S. M. ( 1991 ). The relationship of physician medical interview style to patient satisfaction . Journal of Family Practice , 32 , 175 – 181 .
  • Buller , M. K. , & Buller , D. B. ( 1987 ). Physicians' communication style and patient satisfaction . Journal of Health and Social Behavior , 28 , 375 – 388 .
  • Cacioppo , J. , Hawkley , L. , Rickett , E. , & Masi , C. ( 2005 ). Sociality, spirituality, and meaning making: Chicago health, aging, and social relations study . Review of General Psychology , 9 , 143 – 155 .
  • Cecil , D. ( 1998 ). Relational control patterns in physician-patient clinical encounters: Continuing the conversation . Health Communication , 10 , 125 – 149 .
  • Conlee , C. , & Olvera , J. ( 1993 ). The relationships among physician nonverbal immediacy and measures of patient satisfaction with physician care . Communication Reports , 6 , 25 – 33 .
  • Cousins , N. ( 1985 ). How patients appraise physicians . New England Journal of Medicine , 313 , 1420 – 1424 .
  • Dupré , A. ( 2000 ). Communicating about health: Current issues and perspectives . Mountain View , CA : Mayfield .
  • Eggly , S. ( 2002 ). Physician-patient co-construction of illness narratives in the medical interview . Health Communication , 14 , 339 – 360 .
  • Ford , W. ( 2001 ). Customer expectations for interactions with service providers: Relationship versus encounter orientation and personalized service communication . Journal of Applied Communication Research , 29 , 1 – 29 .
  • Ford , W. ( 2003 ). Communication practices of professional service providers: Predicting customer satisfaction and loyalty . Journal of Applied Communication Research , 31 , 189 – 211 .
  • Gladwell , M. ( 2005 ). Blink: The power of thinking without thinking . New York : Little, Brown & Company .
  • Gutek , B. , Bhappu , A. D. , Liao-Troth , M. A. , & Cherry , B. ( 1999 ). Distinguishing between service relationships and encounters . Journal of Applied Psychology , 84 , 218 – 233 .
  • Gutek , B. , Cherry , B. , Bhappu , A. , Schneider , S. , & Woolf , L. ( 2000 ). Features of service relationships and encounters . Work and Occupations , 27 , 319 – 351 .
  • Gutek , B. , Groth , M. , & Cherry , B. ( 2002 ). Achieving service success through relationships and enhanced encounters . Academy of Management Executive , 16 , 132 – 144 .
  • Gutek , B. A. ( 1995 ). The dynamics of service: Reflections on the changing nature of customer/provider interactions . San Francisco , CA : Jossey-Bass .
  • Hall , J. , Horgan , T. , Stein , T. , & Roter , D. ( 2002 ). Liking in the physician-patient relationship . Patient Education and Counseling , 48 , 69 – 77 .
  • Hall , J. A. , Epstein , A. M. , DeCiantis , M. L. , & McNeil , B. J. ( 1993 ). Physicians' liking for their patients: More evidence for the role of affect in medical care . Health Psychology , 12 , 140 – 146 .
  • Hall , J. A. , Milburn , M. A. , Roter , D. L. , & Daltroy , L. H. ( 1998 ). Why are sicker patients less satisfied with their medical care? Tests of two explanatory models . Health Psychology , 17 , 70 – 75 .
  • Hatcher , L. ( 1994 ). A step-by-step approach to using the SAS system for factor analysis and structural equation modeling . Cary , NC : SAS Institute .
  • Hausknecht , D. (1990). Measurement scales in consumer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 3, 1–11.
  • Kaldenberg , D. ( 2001 ). Patient satisfaction and health status . Health Marketing Quarterly , 18 , 81 – 101 .
  • Keller , V. , & Carroll , J. ( 1994 ). A new model for physician-patient communication . Patient Education and Counseling , 23 , 131 – 140 .
  • Koermer , C. ( 2005 ). Service provider type as a predictor of the relationship between sociality and customer satisfaction . Journal of Business Communication , 42 , 247 – 264 .
  • Koermer , C. , Ford , W. , & Brant , C. ( 2000 ). Toward the development of a service provider sociality scale and its relationship to customer satisfaction and loyalty . Communication Research Reports , 17 , 250 – 259 .
  • Koermer , C. , Ford , W. , Toale , M. , & Dohanos , A. ( 2003 ). Confirmatory analysis of the factorial structure and validity of the service provider sociality scale . Communication Research Reports , 20 , 124 – 133 .
  • Koermer , C. , Goldstein , M. , & Petelle , J. ( 1996 , April ). The role of sociality in customer service encounters: A participant observation examination of a family-operated service station . Paper presented at the annual meeting of the Eastern Communication Association , New York , NY .
  • Koermer , C. , & McCroskey , L. ( 2006 ). Sociality communication: Its influence on customer loyalty with the service provider and service organization . Communication Quarterly , 54 , 53 – 65 .
  • Like , R. , & Zyzanski , S. J. ( 1987 ). Patient satisfaction and the clinical encounter: Social psychological determinants . Social Science and Medicine , 24 , 351 – 357 .
  • Ong , L. , DeHaes , J. , Hoos , A. , & Lammes , F. ( 1995 ). Doctor-patient communication: A review of the literature . Social Science and Medicine , 40 , 903 – 918 .
  • Pacanowsky , M. E. , & O'Donnell-Trujillo , N. ( 1983 ). Organizational communication as cultural performance . Communication Monographs , 50 , 126 – 147 .
  • Richmond , V. P. , McCroskey , J. C. , & Johnson , A. ( 2003 ). Development of Nonverbal Immediacy Scale (NIS): Measures of self- and other-perceived nonverbal immediacy . Communication Quarterly , 51 , 504 – 517 .
  • Roberts , C. , & Aruguete , M. ( 2000 ). Task and socioemotional behaviors of physicians: A test of reciprocity and social interaction theories in analogue physician-patient encounters . Social Science and Medicine , 50 , 309 – 315 .
  • Roter , D. L. , & Hall , J. A. ( 1993 ). Doctors talking with patients/patients talking with doctors: Improving communication in medical visits . Westport , CT : Auburn House .
  • Roter , D. L. , Hall , J. A. , & Aoki , Y. ( 2002 ). Physician gender effects in medical communication: A meta-analytic review . Journal of the American Medical Association , 288 , 756 – 764 .
  • Salgo , P. ( 2006 , March 30 ). Patient or customer? . The Cleveland Plain Dealer , p. B11 .
  • Van Dulmen , A. M. ( 2002 ). Different perspectives of doctor and patient in communication . International Congress Series , 1241 , 243 – 248 .
  • Walker , K. , Arnold , C. , Miller-Day , M. , & Webb , L. ( 2001 ). Investigating the physician-patient relationship: Examining emerging themes . Health Communication , 14 , 45 – 68 .
  • Wanzer , M. , Booth-Butterfield , M. , & Gruber , K. ( 2004 ). Perceptions of health care providers' communication: Relationships between patient-centered communication and satisfaction . Health Communication , 16 , 363 – 384 .
  • Zimmerman , D. , Zimmerman , P. , & Lund , C. ( 1996 ). The healthcare customer service revolution: The growing impact of managed care on patient satisfaction . Chicago , Ill. : Irwin Professional .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.