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How do you feel today? Managing patient emotions during health care experiences to enhance well-being

Author

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  • McColl-Kennedy, Janet R.
  • Danaher, Tracey S.
  • Gallan, Andrew S.
  • Orsingher, Chiara
  • Lervik-Olsen, Line
  • Verma, Rohit

Abstract

Health care customers (patients) experience heightened emotions due to high stakes from risks to life, health, and well-being. Understanding and managing emotions during service experiences is an important area of inquiry because emotions influence customer perceptions, future intentions and behaviors. Yet despite its significance, research focusing on the impact of emotions on customer experiences remains fragmented, lacking a theoretically based conceptual framework. The authors attempt to fill this gap by addressing two important research questions contextualized in health care: (1) How can health care organizations better understand patient and family emotions during health care experiences? and (2) How should health care organizations use this understanding to design and better manage patient experiences to enhance patient well-being? The authors propose a new theoretically based framework on emotional responses following triggering events to enhance outcomes. Recommendations designed to enhance health care customer well-being are provided, as are directions to guide future work.

Suggested Citation

  • McColl-Kennedy, Janet R. & Danaher, Tracey S. & Gallan, Andrew S. & Orsingher, Chiara & Lervik-Olsen, Line & Verma, Rohit, 2017. "How do you feel today? Managing patient emotions during health care experiences to enhance well-being," Journal of Business Research, Elsevier, vol. 79(C), pages 247-259.
    • Handle: RePEc:eee:jbrese:v:79:y:2017:i:c:p:247-259
    DOI: 10.1016/j.jbusres.2017.03.022
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    References listed on IDEAS

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    Cited by:

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    4. Cheryl Nakata & Elif Izberk-Bilgin & Lisa Sharp & Jelena Spanjol & Anna Shaojie Cui & Stephanie Y. Crawford & Yazhen Xiao, 2019. "Chronic illness medication compliance: a liminal and contextual consumer journey," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 192-215, March.
    5. Wei Zhao & Qianqian Ben Liu & Xitong Guo & Tianshi Wu & Subodha Kumar, 2022. "Quid pro quo in online medical consultation? Investigating the effects of small monetary gifts from patients," Production and Operations Management, Production and Operations Management Society, vol. 31(4), pages 1698-1718, April.
    6. Wünderlich, Nancy V. & Hogreve, Jens & Chowdhury, Ilma Nur & Fleischer, Hannes & Mousavi, Sahar & Rötzmeier-Keuper, Julia & Sousa, Rui, 2020. "Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys," Journal of Business Research, Elsevier, vol. 116(C), pages 377-386.
    7. Kreuzer, Maria & Cado, Vesna & Raïes, Karine, 2020. "Moments of care: How interpersonal interactions contribute to luxury experiences of healthcare consumers," Journal of Business Research, Elsevier, vol. 116(C), pages 482-490.
    8. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
    9. Marshall, David R. & Meek, William R. & Swab, R. Gabrielle & Markin, Erik, 2020. "Access to resources and entrepreneurial well-being: A self-efficacy approach," Journal of Business Research, Elsevier, vol. 120(C), pages 203-212.
    10. Josefa D. Martín-Santana & Lucía Melián-Alzola, 2022. "The influence of service quality and anticipated emotions on donor loyalty: an empirical analysis in blood centres in Spain," Health Care Management Science, Springer, vol. 25(4), pages 623-648, December.
    11. Kemp, Elyria & Cowart, Kelly & Bui, My (Myla), 2020. "Promoting consumer well-being: Examining emotion regulation strategies in social advertising messages," Journal of Business Research, Elsevier, vol. 112(C), pages 200-209.

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