Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Suess, Courtney

doi:10.1016/j.ijhm.2016.11.004

Cited by 85 publications

(83 citation statements)

References 37 publications

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“…With regard to hospitals specifically, customers can experience a wide array of negative emotions, including distress, anxiety, or concern, depending on factors, such as their reason for attending. Lack of familiarity with the servicescape may heighten negative emotions (Suess & Mody, ).…”

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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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

View full text Add to dashboard Cite

show abstract

“…Further, healthcare services are interpersonal services in which customers and employees interact with each other within the organization's physical facility. Thus, people's purchasing decisions include the "total product" (Suess and Mody, 2017), a holistic perception of both intangible (i.e. interpersonal) and tangible (i.e.…”

Section: Customer-perceived Intimacymentioning

confidence: 99%

“…Both healthcare consumerism and the growing competition between healthcare providers challenge the healthcare industry (Suess and Mody, 2017). Hal Wolf (2018) suggests that there will be a patient-led healthcare revolution that will change the way healthcare is delivered today.…”

Section: Introductionmentioning

confidence: 99%

“…One facet of the emphasis on patient-centred care is the focus on the customer experience (Lee, 2011). Consequently, a change in paradigm emerges where "patients" are recognized as "customers" (Suess and Mody, 2017). The growing interest in and efforts to improve healthcare facility customers' experiences has led to various design studies, including research that has examined the role of the environment in the healing process.…”

Section: Introductionmentioning

confidence: 99%

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Design Supporting a ‘Customer-Perceived Intimacy’-Strategy in Healthcare Services

Martens

Herssens

Delcourt

2019

Proc. Int. Conf. Eng. Des.

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Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer- perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer- perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.

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“…В связи с последними достижениями в области медицинских технологий и сменой парадигмы в медицинской промышленности, акцентируя внимание на пациенте как на клиенте [32], большинство медицинских организаций уже предоставило туристам сопоставимое качество медицинской продукции, и их конкурентоспособность определяется качеством предоставляемых услуг. Хотя сложно достоверно оценить число людей, ежегодно выезжающих за границу для приобретения медицинских услуг, в последнее десятилетие наблюдается рост медицинского туризма [4].…”

Section: результаты и их обсуждениеunclassified

The Market of Medical Services at the International Level (Medical Tourism): Review of the Literature

Байменова¹,

Жакенова²,

Кошерова³

2019

SSMJ

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Темпы роста сектора мирового медицинского туризма в настоящее время считаются одними из наиболее высоких по сравнению с другими туристскими сегментами. В мире проходит большое количество научных конференций, посвященных теме медицинского туризма, который породил новую концепцию современного здравоохранения. В условиях глобальной экономической конкуренции его феномен заставляет медицину развиваться более быстрыми темпами. В этой связи авторами был проведен поиск и обзор релевантных источников по вопросу медицинского туризма. С целью отбора и обобщения источников выполнен обзор баз данных. В обзоре представлены сущность, проблемы и возможности медицинского туризма в рамках изученной литературы. К сожалению, вопрос его развития сравнительно мало изучен, что подтверждается небольшим количеством оригинальных исследований. При этом медицинский туризм как феномен глобального здравоохранения растет и, следовательно, требует надлежащего мониторинга, государственного регулирования и развития необходимой инфраструктуры. Ключевые слова: медицинский туризм, медицинские туристы, зарубежные пациенты, лечение зарубежных пациентов, экспорт медицинских услуг. Конфликт интересов. Авторы заявляют об отсутствии возможных конфликтов интересов.

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Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Cited by 85 publications

References 37 publications

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

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

Design Supporting a ‘Customer-Perceived Intimacy’-Strategy in Healthcare Services

The Market of Medical Services at the International Level (Medical Tourism): Review of the Literature

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