医院服务如何影响医疗保健客户和专业人员的福祉和满意度?

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2023-09-20 DOI:10.1108/jsm-03-2023-0082
Jillian C. Sweeney, Pennie Frow, Adrian Payne, Janet R. McColl-Kennedy
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引用次数: 0

摘要

本研究的目的是探讨服务逃避如何影响医院顾客(病人)和卫生保健专业服务提供者的幸福感和满意度。设计/方法/方法本研究调查了医院服务如何影响医院患者(客户)和沉浸在该环境中的医疗保健专业人员的两个关键结果——福祉和满意度。结果医院服务逃避对专业人员身体、心理和存在幸福感的影响大于对患者的影响。然而,满意度则相反。新服务提高了专业人员的满意度和身心健康,但只提高了顾客的满意度。本研究对卫生保健政策的启示表明,对卫生保健建设环境的投资应平衡卫生保健专业人员和顾客的需求,以使他们的集体福祉和满意度受益。在此基础上,作者提出服务逃避投资应注重满足患者的生理需求,同时也应重视专业人员的心理需求。对实体设施的卫生保健支出应纳入仔细的成本效益分析,确保在新的医院设计中包括对两个用户群体都有利的特点,而忽略对健康不太有利的特点。原创性/价值据作者所知,这项研究首次比较了相同的现实生活服务对顾客和服务提供者(专业人员)满意度的影响,并考虑了幸福的关键健康结果。
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How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?
Purpose The purpose of this study is to examine how servicescapes impact well-being and satisfaction of both hospital customers (patients) and health care professional service providers. Design/methodology/approach The study investigates how a hospital servicescape impacts two critical outcomes – well-being and satisfaction – of both hospital patients (customers) and health care professionals, who are immersed in that environment. Findings The hospital servicescape had a greater impact on physical, psychological and existential well-being for professionals than for patients. However, the reverse was true for satisfaction. The new servicescape enhanced the satisfaction and physical and psychological well-being of professionals but only the satisfaction of customers. Research limitations/implications The study implications for health care policy suggest that investment in health care-built environments should balance the needs of health care professionals with those of customers to benefit their collective well-being and satisfaction. Practical implications Based on the findings, the authors propose that servicescape investments should focus on satisfying the physical needs of patients while also placing emphasis on the psychological needs of professionals. Social implications Health care spending on physical facilities should incorporate careful cost-benefit analysis, ensuring that beneficial features for both user groups are included in new hospital designs, omitting features that are less supportive of well-being. Originality/value To the best of the authors’ knowledge, this study is the first to compare the impact of the same real-life servicescape on the satisfaction of both customers and service providers (professionals) and considers the critical health outcome of well-being.
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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
期刊介绍: ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.
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