Effects of Healthcare Service Experience Factors on Satisfaction and Behavioral Intention : Focus on Patient Experience Evaluation

2020 ◽  
Vol 21 (2) ◽  
pp. 1-21
Author(s):  
Seul Ki Lee ◽  
Sang Hyun Lee
Keyword(s):  
Patient Experience ◽  
Behavioral Intention ◽  
Healthcare Service ◽  
Service Experience

The Smart Servicescape Framework in Smart Home Healthcare Service Experience

2019 ◽  
Vol 14 (1) ◽  
pp. 50-59
Author(s):  
Hyo‐Jin Kang ◽  
Bora Kim ◽  
Gyu Hyun Kwon
Keyword(s):  
Smart Home ◽  
Healthcare Service ◽  
Home Healthcare ◽  
Service Experience

Influence of empathy on hotel guests’ emotional service experience

2017 ◽  
Vol 31 (6) ◽  
pp. 618-635 ◽  
Author(s):  
Hamsanandini Umasuthan ◽  
Oun-Joung Park ◽  
Jong-Hyun Ryu
Keyword(s):  
Behavioral Intention ◽  
Cognitive Empathy ◽  
Emotional Empathy ◽  
Service Experience ◽  
Content Type ◽  
Service Failures ◽  
Emotional Dimensions ◽  
Tourism And Hospitality ◽  
Service Experiences ◽  
Practical Implications

Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively. Originality/value According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.

scholarly journals 5G and intelligence medicine—how the next generation of wireless technology will reconstruct healthcare?

2019 ◽  
Vol 2 (4) ◽  
pp. 205-208 ◽  
Author(s):  
Dong Li
Keyword(s):  
Artificial Intelligence ◽  
Big Data ◽  
Internet Of Things ◽  
Patient Experience ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Wireless Transmission ◽  
Wireless Technology ◽  
Total Cost ◽  
5G Technologies

Abstract Despite intensive efforts, there are still enormous challenges in provision of healthcare services to the increasing aging population. Recent observations have raised concerns regarding the soaring costs of healthcare, the imbalance of medical resources, inefficient healthcare system administration, and inconvenient medical experiences. However, cutting-edge technologies are being developed to meet these challenges, including, but not limited to, Internet of Things (IoT), big data, artificial intelligence, and 5G wireless transmission technology to improve the patient experience and healthcare service quality, while cutting the total cost attributable to healthcare. This is not an unrealistic fantasy, as these emerging technologies are beginning to impact and reconstruct healthcare in subtle ways. Although the technologies mentioned above are integrated, in this review we take a brief look at cases focusing on the application of 5G wireless transmission technology in healthcare. We also highlight the potential pitfalls to availability of 5G technologies.

An assessment of national healthcare service delivery: a Ghanaian illustration

2017 ◽  
Vol 34 (5) ◽  
pp. 649-666 ◽  
Author(s):  
Kwabena G. Boakye ◽  
Charles Blankson ◽  
Victor R. Prybutok ◽  
Hong Qin
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Healthcare Service ◽  
Healthcare Delivery ◽  
Perceived Value ◽  
Healthcare Management ◽  
Partial Least Square ◽  
Equation Modeling ◽  
Content Type

Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery. Design/methodology/approach Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model. Findings Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management. Research limitations/implications This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study. Originality/value This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.

scholarly journals The Relationship between Service Experience Equity and Guests’ Behavioral Intention at Eco-Resorts: A study using PLS-SEM

2017 ◽  
Vol 2 (6) ◽  
pp. 177 ◽  
Author(s):  
Nurhazirah Hashim ◽  
Ahasanul Haque
Keyword(s):  
Structural Equation Modeling ◽  
Significant Role ◽  
Significant Influence ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Service Experience ◽  
The Relationship

Guest experience studies and the consequences towards behavioral intention play a significant role in the success of resort industry. Hence, this study attempts to investigate the relationship between service experience equity and behavioral intention at eco-resorts. This study also aims to discover the new experience and phenomenon of ecotourism particularly in eco-resort setting in Malaysia. The result of the hypotheses is tested using partial least square of structural equation modeling (PLS-SEM) and several conclusions were achieved. Noticeably, the service experience equity perceived by eco-resorts’ guests showed significant influence their behavioral intention in staying at eco-resorts.

scholarly journals CULTURAL HERITAGE TOURISM: DETERMINANTS OF BEHAVIORAL INTENTION TO VISIT A HISTORICAL CITY FROM EXPERIENTIAL PERSPECTIVES

2021 ◽  
Vol 6 (22) ◽  
pp. 01-10
Author(s):  
Geot Fang Wee ◽  
Ahmad Azmi M. Ariffin
Keyword(s):  
Cultural Heritage ◽  
Behavioral Intention ◽  
Heritage Tourism ◽  
Study Data ◽  
World Heritage Site ◽  
Service Experience ◽  
Heritage Site ◽  
Unesco World Heritage Site ◽  
Cultural Heritage Tourism ◽  
Leisure Experience

The aim of this study is to investigate the determinants of behavioral intention to visit a historical city in the context of cultural heritage tourism from a marketing experiential perspective. Specifically, the main objective is to investigate the relative influence of the three experiential constructs identified as service experience, novelty experience, and leisure experience towards the tourist’s intention to recommend and return to the historical city of Malacca. To the best knowledge of the researcher, this study is the first to incorporate all three variables together in a single research model. A total of 300 respondents consists of both local and foreign tourists were involved in this study. Data were collected around the historical city of Malacca, a popular UNESCO World Heritage Site in Malaysia. To qualify as the respondents of this study, the so-called cultural tourists must have been visiting the historical city for at least 2 days. Multiple Regression Analysis was employed to test all hypotheses developed in this study. The results showed that two of the independent variables namely leisure experience and service experience were found to have positive relationships with behavioral intention. Interestingly, this study found no evidence to support the relationship between novelty experience and behavioral intention in the context of cultural heritage tourism. Undeniably, the novelty of the cultural heritage tourism products is not the core determinant of tourist’s revisit intention as well as favourable word-of-mouth as these products are considered as distinctive in nature and standing on their own.

Interaction in community-based aged healthcare: Perceptions of people with dementia

Dementia ◽  
2011 ◽  
Vol 10 (4) ◽  
pp. 539-554 ◽  
Author(s):  
Liz Gill ◽  
Lesley White ◽  
Ian Douglas Cameron
Keyword(s):  
Qualitative Study ◽  
Healthcare Service ◽  
Service Providers ◽  
Service Organizations ◽  
Community Based ◽  
Service Experience ◽  
People With Dementia ◽  
Client Data ◽  
The Creation ◽  
Healthcare Perceptions

This research sought to understand how people with dementia perceive interaction in the context of their service experience. Using the client data from a qualitative study that was conducted over three years and employed both inductive and deductive techniques, the data from 22 client interviews were consolidated and then analysed. Seven themes related to service experience were identified: Awareness; Communication; Dependency; Expectations; Experience; Position; and Relationship. These themes provide insights that could assist service providers to better understand and facilitate interaction with their clients. The study highlights that clients with dementia wish to be given the opportunity to have input to the creation of their service. Itpoints out that service organizations need to develop tailored mechanisms that will allow this to occur; and the study provides information that could be used to facilitate the achievement of a responsive, client-centred community-based aged healthcare service.

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