Hospital Servicescape Design for Inpatient Wellbeing

Hamed, Sara; El‐Bassiouny, Noha; Ternès, Anabel

doi:10.1080/15332969.2019.1587864

Cited by 17 publications

(22 citation statements)

References 62 publications

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“…The servicescape design in a healthcare setting is faced with several unique challenges (Hamed et al, 2019). The persons seeking care, together with their family members, arrive at the premise, often not by choice.…”

Section: A Hospitality-oriented Patient Experience (Hope) Frameworkmentioning

confidence: 99%

Visioning a hospitality-oriented patient experience (HOPE) framework in health care

Hunter-Jones

Line²,

Zhang

et al. 2020

JOSM

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PurposeThis paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey.Design/methodology/approachThis is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience.FindingsThe main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience.Originality/valueThis paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee–customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee–customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

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Section: A Hospitality-oriented Patient Experience (Hope) Frameworkmentioning

confidence: 99%

Visioning a hospitality-oriented patient experience (HOPE) framework in health care

Hunter-Jones

Line²,

Zhang

et al. 2020

JOSM

View full text Add to dashboard Cite

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“…Servicescape research on transformative services has shown the influence of servicescape dimensions on the well-being of vulnerable customers. The range and organization of dimensions have been found to influence and improve the well-being of hospital patients (Hamed, El-Bassiouny, and Ternès 2019) and participants in the health care system (S. Anderson, Nasr, and Rayburn 2018). It has also been shown how cancer centers and senior centers improved their patrons' well-being by utilizing the natural (restorative) dimension of servicescapes in relieving the fatigue associated with illness (Rosenbaum, Sweeney, and Massiah 2014;Rosenbaum, Sweeney, and Smallwood 2011).…”

Section: Theoretical Background Vulnerable Primary and Secondary Customers In Servicescapesmentioning

confidence: 99%

Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers

Sandberg

Hurmerinta

Leino

et al. 2021

Journal of Service Research

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This study deepens knowledge on the implementation of core values in servicescapes by analyzing how core value trade-offs and spillovers occur within servicescapes and how vulnerable stakeholders cope with them. We use an explorative approach and draw on rich data collected in two nursing homes. Our study demonstrates how the autonomy-security trade-offs originate in different dimensions of the servicescapes. Further analysis reveals how individual customers may conflict with the core values and core purposes of the respective servicescapes. We also contribute to the discussion on customer vulnerability by considering vulnerability in the extended customer entity and by identifying the active coping mechanisms of vulnerable customers. Practitioners can increase the quality of care by identifying and taking into account the core values of both vulnerable primary and secondary customers and by deliberately supporting their coping with core value trade-offs and spillovers.

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“…As explained by Hellén and Sääksjärvi (, p. 941), utilitarian services “provide customers with instrumental and functional benefits, in contrast to hedonic services that provide customers with an experience of ‘fun’ and pleasure.” Accordingly, in hedonic service settings, such as retail and hospitality, signage contributes to the attractiveness of the servicescape (Wakefield & Blodgett, ), while in utilitarian service settings, such as hospitals signage mainly performs a functional role. With this regard, Hamed, El‐Bassiouny, and Ternès () emphasize that signage not only directs customers to their destinations but may also be used as a communication tool to educate users on how to use provided services or, for example, how to practice the correct hospital hygiene.…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

“…Suess and Mody () found that the physical healthcare environment, including signage, had a significant impact on patients' overall satisfaction with the healthcare experience. In a recent study conducted in a hospital in Egypt, Hamed et al () highlighted the importance of signage and wayfinding for inpatient wellbeing.…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Vigolo

Bonfanti

Sallaku

et al. 2019

Psychology and Marketing

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Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape. K E Y W O R D S emotions, hospitals, satisfaction, service environment, service experience, servicescape, signage

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Hospital Servicescape Design for Inpatient Wellbeing

Cited by 17 publications

References 62 publications

Visioning a hospitality-oriented patient experience (HOPE) framework in health care

Visioning a hospitality-oriented patient experience (HOPE) framework in health care

Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

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