Ng Sandy, Russell-Bennett Rebekah
a School of Economics, Finance and Marketing , RMIT University , Melbourne , Australia.
Health Mark Q. 2015;32(1):31-47. doi: 10.1080/07359683.2015.1000708.
Health care services are typically consumed out of necessity, typically to recover from illness. While the consumption of health care services can be emotional given that consumers experience fear, hope, relief, and joy, surprisingly, there is little research on the role of consumer affect in health care consumption. We propose that consumer affect is a heuristic cue that drives evaluation of health care services. Drawing from cognitive appraisal theory and affect-as-information theory, this article tests a research model (N = 492) that investigates consumer affect resulting from service performance on subsequent service outcomes.
医疗保健服务通常是出于必要而被消费，通常是为了从疾病中康复。鉴于消费者会经历恐惧、希望、宽慰和喜悦，医疗保健服务的消费可能带有情感因素，但令人惊讶的是，关于消费者情感在医疗保健消费中的作用的研究却很少。我们认为，消费者情感是驱动对医疗保健服务进行评估的一种启发式线索。本文借鉴认知评价理论和情感即信息理论，测试了一个研究模型（N = 492），该模型调查了服务绩效所产生的消费者情感对后续服务结果的影响。
