How do you feel today? Managing patient emotions during health care experiences to enhance well-being

McColl‐Kennedy, Janet R.; Danaher, Tracey S.; Gallan, Andrew; Orsingher, Chiara; Lervik-Olsen, Line; Verma, Rohit

doi:10.1016/j.jbusres.2017.03.022

Cited by 94 publications

(80 citation statements)

References 52 publications

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“…However, Stalker (2008) and Orsega-Smith et al (2007) cautioned that the characteristics of social engagement among the elderly had to be carefully understood so that patterns of social behavior and network characteristics that improved well-being later in life could be analyzed. Similarly, McColl-Kennedy et al (2017) found that in the health care sector, understanding and managing patients' emotions during their interactions with other patients could also affect the patients' satisfaction and well-being.…”

Section: Customer-to-customer Interaction and Social Well-beingmentioning

confidence: 98%

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Altınay

Song

Madanoglu

et al. 2019

International Journal of Hospitality Management

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This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire. The findings reveal that elderly customers' interactions with other customers have a direct effect both on customer satisfaction and social well-being. They also show that social interactions with other customers have both direct and indirect effects on the social well-being of elderly customers. The study provides good evidence for how commercial hospitality settings can serve as a space for social exchange that helps to alleviate social isolation.

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Section: Customer-to-customer Interaction and Social Well-beingmentioning

confidence: 98%

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Altınay

Song

Madanoglu

et al. 2019

International Journal of Hospitality Management

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show abstract

“…How do customers manage multiple roles and identities, and how do customers prepare, encounter, and adjust role states in their daily life? (Lynch, 2007;McColl-Kennedy, Danaher, Gallan, Orshingher, Lervik-Olsen and Verma, 2017;McColl-Kennedy, Snyder, Elg, Witell, Helkkula, Hogan and Anderson, 2017;McColl-Kennedy et al, 2012). In fluid arrangements, who takes the role of the decision maker?…”

Section: Social Realmmentioning

confidence: 99%

Customer experience challenges: bringing together digital, physical and social realms

Bolton

McColl‐Kennedy

Cheung

et al. 2018

JOSM

Self Cite

586

358

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Purpose-The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots). Design/methodology/approach-Future customer experiences are conceptualized within a three-dimensional spacelow to high digital density, low to high physical complexity and low to high social presenceyielding eight octants. Findings-The conceptual framework identifies eight "dualities," or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions. Research limitations/implications-A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm. Practical implications-This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050. Social implications-This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas. Originality/value-The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

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“…To conceptualise the influence of customer participation on task-related affective well-being (TR-AWB) we draw support specifically from self-determination theory (SDT) (Ryan and Deci, 2000) and the framework offered by McColl-Kennedy et al (2017) on the elicitation of emotions on the service experience. According to Ryan and Deci (2000), SDT is a well thought out organismic theory of motivation and well-being.…”

Section: Customer Participation Well-being and Service Outcomesmentioning

confidence: 99%

“…In a more recent study, McColl-Kennedy et al (2017) have conceptualized the influence of events on emotional well-being of the customer in a healthcare service context. Their framework suggests that a 'trigger event' can lead to a dynamic series of subsequent emotional experiences, represented as sub-events comprising emotional relevance.…”

Section: Customer Participation Well-being and Service Outcomesmentioning

confidence: 99%

Customer participation and service outcomes: mediating role of task-related affective well-being

Ajitha

Sharma

Kingshott

et al. 2019

JSM

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Purpose-This paper contributes to transformative service research by drawing on selfdetermination, elicitation of emotions framework, and feelings-as-information theories to explore how customer participation, task-related affective well-being, customer knowledge, task complexity, and service outcomes relate with each other. Design/methodology/approach-A synthesis of relevant literature on customer participation and customer well-being reveals a conceptual model with eleven testable propositions. Findings-The conceptual model shows that task-related affective well-being mediates the link between customer participation and service outcomes. Moreover, customer knowledge and task complexity moderate these links. Research limitations/implications-An empirically testable conceptual model models the roles of task-related affective well-being, customer knowledge and task complexity in the process by which customer participation influences service outcomes. Practical implications-Service managers can use the model to design services based on the effects of different types of customer participation on task-related affective well-being. Originality/value-This paper is one of the first to study the mediating role of task-related affective well-being in the relationship between customer participation and service outcomes. It does so by revealing the differential impact various types of participation have on service outcomes and the moderating role of customer knowledge and task complexity.

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How do you feel today? Managing patient emotions during health care experiences to enhance well-being

Cited by 94 publications

References 52 publications

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Customer experience challenges: bringing together digital, physical and social realms

Customer participation and service outcomes: mediating role of task-related affective well-being

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