IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v38y2018i1-2p127-147.html
   My bibliography  Save this article

The influence of hospitable design and service on patient responses

Author

Listed:
  • Courtney Suess
  • Makarand Mody

Abstract

A study of 216 respondents examined a medical center environment’s influence on patient responses. A stimulus–organism–response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients’ overall satisfaction with healthcare experience, loyalty intentions, and willingness to pay out-of-pocket expenses for healthcare services. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that the four servicescape elements – had a significant impact on patients’ overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients’ loyalty intentions and willingness to pay out-of-pocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients’ behavioral responses to hospitable healthcare environments.

Suggested Citation

  • Courtney Suess & Makarand Mody, 2018. "The influence of hospitable design and service on patient responses," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 127-147, January.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:127-147
    DOI: 10.1080/02642069.2017.1385773
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2017.1385773
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2017.1385773?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ancuta REMETE & Laura BACALI & Marcel Ciprian POP & Brindusa Mariana BEJAN & Monica BOGDAN & Andrei PICOS, 2023. "Dental Services – To Fear Or Not To Fear? The Effect Of Music On Pain Perceptions," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 94-109, May.
    2. Pandita, Shailesh & Mishra, Hari Govind & Chib, Shagun, 2021. "Psychological impact of covid-19 crises on students through the lens of Stimulus-Organism-Response (SOR) model," Children and Youth Services Review, Elsevier, vol. 120(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:127-147. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.