An empirical study on the mechanism of healthcare customer satisfaction based on consumption emotion
10.3760/cma.j.issn.1000-6672.2010.12.003
- VernacularTitle:基于消费情感的医院顾客满意形成机理研究
- Author:
Hailan ZHAO
;
Minhong FANG
- Publication Type:Journal Article
- Keywords:
Consumption emotion;
Satisfaction;
Impacts;
Medical service
- From:
Chinese Journal of Hospital Administration
2010;26(12):888-892
- CountryChina
- Language:Chinese
-
Abstract:
The theory framework of "cognition- emotion-behavior" of the Gestalt Psychology is based on to build the conceptual model to integrate service encounter quality, customer consumption emotion and customer satisfaction. Such a model is also used to raise related hypothesis and verified against the backdrop of the medical service industry. Empirical outcomes prove the following: hospital service encounter quality consists such factors as environment dominance, doctor dominance and nurse dominance; in the course of their consumption in hospitals, patients undergo at the same time positive consumption emotion and negative consumption emotion, as the latter exerts negative impacts on the positive one; hospital service encounter quality bears significant impact on both patient' s consumption emotion and patient satisfaction; positive emotion and negative emotion both bear significant impacts on patient' s satisfaction.
