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本文引用的文献

1
Patient Perceptions of Servicescape in Healthcare: A Systematic Review of the Literature.患者对医疗服务环境的感知：文献系统评价。
J Healthc Manag. 2018 Mar-Apr;63(2):94-104. doi: 10.1097/JHM-D-16-00014.
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Healthscape role towards customer satisfaction in private healthcare.在私立医疗保健领域，Healthscape在实现客户满意度方面所扮演的角色。
Int J Health Care Qual Assur. 2016 Jul 11;29(6):600-13. doi: 10.1108/IJHCQA-05-2015-0068.
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Factors influencing healthcare service quality.影响医疗服务质量的因素。
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Dimensions of hospital service quality: a critical review: perspective of patients from global studies.医院服务质量维度：批判性综述：基于全球研究的患者视角
Int J Health Care Qual Assur. 2013;26(4):308-40. doi: 10.1108/09526861311319555.
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Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters.基于人际互动的医疗服务接触中的服务质量、信任和患者满意度。
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Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models.用于评估和比较多重中介模型中间接效应的渐近和重抽样策略。
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Measuring patients' trust in physicians when assessing quality of care.在评估医疗质量时衡量患者对医生的信任度。
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8
Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors.健康环境：设施与物理环境对消费者态度、满意度、质量评估及行为的作用。
Health Care Manage Rev. 1995 Spring;20(2):48-61. doi: 10.1097/00004010-199502020-00008.
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The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.社会心理学研究中的调节变量与中介变量区分：概念、策略及统计考量
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服务场景对医疗环境中互动质量、服务质量和行为意向的影响。

Effects of Servicescapes on Interaction Quality, Service Quality, and Behavioral Intention in a Healthcare Setting.

作者信息

An Sohyun, Lee Pyoungsoo, Shin Choong Ho

机构信息

Graduate School of Service Management, Kyonggi University, Seoul 03753, Republic of Korea.

Division of Business Administration, Kyonggi University, Suwon 16227, Republic of Korea.

出版信息

Healthcare (Basel). 2023 Sep 8;11(18):2498. doi: 10.3390/healthcare11182498.

DOI:10.3390/healthcare11182498
PMID:37761694
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC10531087/
Abstract

This study develops a conceptual framework that encompasses servicescapes and customer perceptions and behaviors, and conducts an empirical investigation of healthcare service facilities. Structural equation modeling is performed using a sample of 271 patients who received treatment within one year at hospitals and clinics located in the metropolitan area of Seoul, South Korea. The results of the empirical analysis show that service quality improvements and patient revisits to healthcare facilities can be induced through servicescape improvements and interaction quality. These results make theoretical contributions to the service management literature and have practical implications for the operations of healthcare facilities.

摘要

本研究构建了一个涵盖服务场景、顾客认知与行为的概念框架，并对医疗服务设施进行了实证研究。采用结构方程模型，以在韩国首尔大都市区的医院和诊所接受治疗一年以内的271名患者为样本进行分析。实证分析结果表明，通过改善服务场景和互动质量，可以提高服务质量并促使患者再次光顾医疗机构。这些结果为服务管理文献做出了理论贡献，对医疗机构的运营具有实际意义。