Roles of Normative and Predictive Expectations in Evaluation of Pharmacist Consultation Services
Abstract
The purpose of this study was to investigate the role of normative and predictive expectations in patients' evaluation of service encounter satisfaction and perceived quality for pharmacist consultation. A 2X2X2 fully-crossed factorial design was used for collecting and analyzing data. Two levels each for normative expectations, predictive expectations, and performance level were manipulated experimentally yielding eight treatment groups. Results from repeated measures ANOVA showed that normative and predictive expectations play differential roles in patients evaluation of pharmacist consultation services.
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