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Dr. Brian Matthews and Jaime Daigle Published in Health Marketing Journal

Published: June 26, 2019

Texas A&M University-Texarkana Assistant Professor of Management Dr. Brian Matthews and Jamie Daigle, Instructor of Supply Chain management were recently published in the journal Health Marketing Quarterly. Their article, “Bridging the dichotomous gap between expectations and perceptions in quantifying hospice care quality,” stems from research conducted into the customer satisfaction of families who had relatives in hospice care.

Matthews used a five-dimensional service quality instrument called the SERVQUAL model to rate customer satisfaction in five areas: tangibility, reliability, responsiveness, assurance, and empathy. Daigle then used a neural network approach to examine facts and research variables to develop algorithms that helped quantify, understand, and add validity to the responses. The process allowed the researchers to rate the customer’s expectations vs perceptions…comparing what customers believed to be the prescribed norms of hospice care with how they rated their actual experience.

The full article can be viewed at this location: https://www.tandfonline.com/doi/full/10.1080/07359683.2019.1618010.


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