转变医疗服务环境:一种基于感官的方法

IF 3.9 3区 管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2022-08-09 DOI:10.1108/jstp-02-2022-0033
S. Yap, M. Phillips, Euejung Hwang, Yingzi Xu
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引用次数: 0

摘要

目的医疗保健服务是一个由一系列接触点组成的过程,这些接触点是服务提供的关键方面,共同塑造用户(即患者、医院工作人员和访客)的体验。与大多数致力于理解零售环境和享乐服务的感官研究不同,本研究侧重于感官知识如何有助于理解医院用户基于感官的体验,以及他们在多个接触点与医疗服务的互动。设计/方法论/方法本研究采用多方法,包括两项研究,涉及半结构化访谈和对既往患者的定性在线调查。研究结果借鉴以用户为中心的理论,作者(1)就医疗协议的医院服务接触点和标准咨询了医疗专家;(2) 探讨了用户对医疗服务的需求、体验、期望和评价;以及(3)确定了医疗保健服务用户在各种服务接触点面临的问题和挑战。基于这些见解,作者提出了跨医疗服务接触点的感官策略,以促进主要医院用户的健康。研究局限性/含义所提出的感官策略需要后续的经验证据。未来的研究可以在医疗保健环境干预方面采用稳健的方法设计,并以跨学科的方法推进这一研究领域。实践意义作者基于经验的框架构成了医疗服务管理的宝贵工具包的基础。独创性/价值本研究通过将基于感觉的营销知识与医疗服务研究相结合,来了解医院用户与环境之间的动态互动关系,从而推进服务文献。
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Transforming healthcare service environments: a sensory-based approach
PurposeHealthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients, hospital staff, and visitors) experiences. Departing from most sensory studies dedicated to understanding the retail environment and hedonic service, this study focuses on how sensory knowledge can contribute to understanding the sensory-based experiences of hospital users and their interactions with healthcare services at multiple touchpoints.Design/methodology/approachThis study employs a multi-method approach comprising two studies involving semi-structured interviews and a qualitative online survey of past patients.FindingsDrawing upon the user-centered theory, the authors (1) consulted healthcare experts on hospital service touchpoints and standards around medical protocol; (2) explored users' needs, experiences, expectations, and evaluations of healthcare services; and (3) identified the issues and challenges faced by healthcare service users at various service touchpoints. Based on these insights, the authors proposed sensory tactics across healthcare service touchpoints that promote the well-being of major hospital users.Research limitations/implicationsThe proposed sensory tactics require follow-up empirical evidence. Future research could adopt robust methodological designs on healthcare environmental interventions and progress with a transdisciplinary approach to advance this research area.Practical implicationsThe authors' experience-based framework forms the basis of a valuable toolkit for healthcare service management.Originality/valueThis study advances services literature by integrating sense-based marketing knowledge with healthcare service research to understand the dynamic and interactive relationship between hospital users and the environment.
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
期刊最新文献
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