Impact of Communication Dyads on Healthcare Service Experience

Abstract

Marketing communication is more complex today due to the difference between a firm’s promise about a service and what it actually delivers. Expectations of the customers are shaped on the basis of what types of promises are offered by the organization and how efficiently it is delivered to them. Here, the study attempts to empirically examine the impact of service communication triangle on the service experience in the healthcare sector. The Data was collected from sixty inpatients from several healthcare institutions located in Pondicherry (UT), at least with two days of service experience through the Email survey. Multiple regression is employed to explain the relationship between a criterion variable (Patients service experience) and three predictor variables, Patients employee relation (PE), Patients firm relation (PF), and Employee firm relation (EF). The study observed that three communication dyads contribute significantly to the service experience and it is relevant and timely to the healthcare service providers of the country in respect of first empirical study on service communication triangle in India and in this Healthcare sector.

La comunicación efectiva como habilidad impulsora del Servicio al Cliente en el área de ventas en tiempos del Covid-19

“…La comunicación efectiva favorece la capacidad de respuesta, la atención individual y las actitudes positivas hacia los pacientes. En el resultado de la investigación la comunicación efectiva mejora considerablemente la experiencia de servicio al cliente (Suhail y Srinivasulu, 2020).…”