{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,1]],"date-time":"2025-11-01T21:34:26Z","timestamp":1762032866453,"version":"3.41.2"},"reference-count":66,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2010,2,9]],"date-time":"2010-02-09T00:00:00Z","timestamp":1265673600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,2,9]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The aim of this paper is to test empirically a framework that contributes to the understanding of patients' satisfaction by estimating the relationships between the satisfaction of particular types of customers with their emotions and perceived justice.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The study was developed in two segments. First, an exploratory analysis was conducted to find a factor structure and to test the psychometric properties of satisfaction and perceived justice scales. After that the hypothesized model was tested through an empirical study, with a sample of 520 patients from six Portuguese public healthcare services, using structural equation modelling.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The results show that the scales are psychometrically sound and confirm that satisfaction results from a complex cognitive and affective mechanism, thus highlighting the interactive characteristics of the services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>Further research is needed to confirm these findings and to find if there is any possible conditioning factors that would interfere with these variables and change their effects on satisfaction.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Patients' satisfaction is an important issue for improving the provided healthcare services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper offers empirical evidence about the complementary effect of emotions and perceived justice on the satisfaction with healthcare services. Findings also provide a model of analysis with valid and reliable measures.<\/jats:p><\/jats:sec>","DOI":"10.1108\/09526861011017111","type":"journal-article","created":{"date-parts":[[2010,2,13]],"date-time":"2010-02-13T07:01:24Z","timestamp":1266044484000},"page":"209-227","source":"Crossref","is-referenced-by-count":14,"title":["Emotional predictors of consumer's satisfaction with healthcare public services"],"prefix":"10.1108","volume":"23","author":[{"given":"Helena","family":"Vinagre","sequence":"first","affiliation":[]},{"given":"Jos\u00e9","family":"Neves","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022012120272952200_b1","doi-asserted-by":"crossref","unstructured":"Aaker, D.A., Stayman, D.M. and Hagerty, M.R. 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