Emotions and satisfaction at the hospital

Abstract

Purpose This study aims to compare public and private hospitals based on both cognitive and affective components of patients’ satisfaction. Design/methodology/approach A survey of 770 Italian patients from public and private hospitals was conducted. Then, hierarchical and non-hierarchical cluster analyses and a series of chi-squared tests were run with the aim of segmenting patients’ emotional response. Findings Respondents show different levels of satisfaction and a different emotional status based on the private or public nature of the service provider. The cluster analysis helped to identify two segments. Specifically, the cluster with the highest positive emotions is reported to have a higher level of satisfaction and a higher intention to return; this evidence is much stronger when a private service provider rather than a public one is considered. A series of chi-squared tests reveal that no significant differences exist among clusters based on socio-demographic characteristics. Research limitations/implications This study uses a convenience sample and is highly context specific, and thus the authors are unable to make generalizations. Practical implications Hospital managers should develop a customer-oriented approach, for example, by paying greater attention to patients’ emotions and experience, via conducting systematic surveys on patients’ emotions and improving the servicescape. Originality/value The main contribution of this study resides in simultaneously considering the role of cognitive and affective components on patients’ satisfaction and behavioural intention, and segmenting patients based on their emotional responses. Moreover, only few studies provide a comparison of public and private hospitals in Italy.

Exploring the implications of wearable virtual reality technology for museum visitors' experience: A cluster analysis

“…Indeed, enthusiastics showed higher positive emotions (i.e., fun, interest, satisfaction, pride, cheerfulness, pleasure, and joy). This result seems to confirm previous studies that reported a direct relationship between positive emotions and behavioural intentions of heritage tourists (Prayag, Hosany, Muskat, & Del Chiappa, 2017;Prayag, Hosany, & Odeh, 2013) and, more broadly, that found emotions adequate for consumer segmentation (Bigné & Andreu, 2004;Del Chiappa et al, 2014;Pinna, Del Chiappa, & Atzeni, 2018).…”

Consumer logics and the relational performance of selling high-risk goods: the case of elective cosmetic surgery

“…This resonates with marketing, design and health informatics scholarship that identifies the way that certain scenic arrangements, such as the type and color of health tools (Hopkin et al. , 2019), the spaciousness and traffic flow of hospital spaces (Pinna et al. , 2018), or the placement of computers in courtrooms (Bens, 2018), affect the emotions of participants enough to play a role in their decision-making.…”

“…In-person, these symbols come together to form an ambience, a cultural milieu, in which they are experienced through relationally constructed desires that provide not only sensory pleasure and variety, but access to a luxurious lifestylea higher-status in-group into which elective cosmetic surgery is portrayed as a gateway. This resonates with marketing, design and health informatics scholarship that identifies the way that certain scenic arrangements, such as the type and color of health tools (Hopkin et al, 2019), the spaciousness and traffic flow of hospital spaces (Pinna et al, 2018), or the placement of computers in courtrooms (Bens, 2018), affect the emotions of participants enough to play a role in their decision-making. Symbolism and ambience are strategies of developing luxurious projections that become part of the meanings that consumers associate with cosmetic surgery, but also help to develop expectations of service, rather than of membership in a higherstatus in-group.…”

Analysis of The Influence of Personal Factors and The Quality of Health Facilities Services and The Quality of Insurance Services on The Intention to Pay Health Insurance Contributions With Participant Satisfaction as an Intervening Variable

“…Low quality of service is a major source of dissatisfaction. Consumers who intend to purchase health insurance policies expect better service quality (Bala et al, 2011;Agyapong et al, 2017;Ameryoun, 2017;Pathak, 2018;Pinna et al, 2018;Batbold and Pu, 2021) . The nature of service quality will ultimately influence customer satisfaction (Rajamani and Raj, 2021) .…”

“…Many studies have been conducted regarding factors that influence the intention to pay insurance contributions, such as health services, with the object of research being health services in hospitals (Bala et al, 2011;Ahmad et al, 2012;Agyapong et al, 2017;Pathak, 2018;Pinna et al, 2018) . Furthermore, there is also research related to health insurance services (Nosratnejad et al, 2016;Hajek et al, 2020;Wu et al, 2020;Batbold and Pu, 2021) .…”