Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting;the Role of Environmental and Interpersonal Services
Date of Award
Monte Ahuja College of Business
Hospitals -- Administration, Patient satisfaction, Hospital care -- Environmental aspects, Hospital care -- Social aspects, Delight, Satisfaction, Service Quality, Behavioral Intentions, Loyalty, Emotions, Patient Satisfaction, Environmental Satisfaction
This study is one of few on customer satisfaction, delight, and behavioral intentions and the first in a hospital setting. Data, collected through phone interviews with 250 patients discharged from a hospital, support that: (1) patient delight and satisfaction have positive influences on behavioral intentions (2) environmental and interpersonal service quality have positive influences on patient satisfaction and patient delight however, (3) patient satisfaction mediates the relationship between environmental and interpersonal service quality and patient delight
Robinson, Gary J., "Delight, Satisfaction, and Behavioral Intentions in a Hospital Setting;the Role of Environmental and Interpersonal Services" (2012). ETD Archive. 256.