Many patients are dissatisfied with the way in which their complaints about health care are dealt with. This study tested the assumption that this dissatisfaction consists - in part at least - of unmet expectations. This article endeavors to explain patient (dis)satisfaction by comparing patients' expectations at the time they filed a complaint, with the outcome of the complaints handling process and Patient dissatisfaction with complaints handling. Complainant dissatisfaction is a common finding in many studies. In business research, little is also known about people's behavioral and emotional responses to complaints handling.

Key Words: Patient expectations, Complaints handling, Experiences, Perception