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The importance of physical evidence in hospitals: the case of the public Hospital Pêro da Covilhã

Author

Listed:
  • Luis Afonso

    (Hospital Pêro da Covilhã)

  • Helena Alves

    (University of Beira Interior)

Abstract

Since physical evidences are very important for service provider organizations due to the influence that they may have over the reaction of their target audiences and over their resulting behaviours, this study aims to contribute to the knowledge of the role that physical evidences play in the patients, visitors/caregivers and hospital employees’ overall satisfaction level and their willingness to recommend the services of the organization. At this purpose, through a questionnaire research carried out at the Hospital Pêro da Covilhã (Portugal), where 150 people divided into the three above mentioned groups were surveyed, it was possible to ascertain that physical evidences influence the satisfaction of the hospital target audiences as well as their willingness to recommend the institution to others.

Suggested Citation

  • Luis Afonso & Helena Alves, 2014. "The importance of physical evidence in hospitals: the case of the public Hospital Pêro da Covilhã," Responsibility and Sustainability, IAPNM LATAM, vol. 2(1), pages 11-24, January-A.
    • Handle: RePEc:ayu:journl:v:2:y:2014:i:1:p:11-24
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    More about this item

    Keywords

    physical evidences; servicescape; healthscape; satisfaction; willingness to recommend;
    All these keywords.

    JEL classification:

    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility

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