340
Views
10
CrossRef citations to date
0
Altmetric
Articles

Service quality in healthcare: Exploring servicescape and patients’ perceptions

, &
Pages 35-41 | Received 04 Oct 2018, Accepted 28 Mar 2019, Published online: 28 Apr 2019

References

  • Hooper D, Coughlan J, Mullen M. The servicescape as an antecedent to service quality and behavioral intentions. Journal of Services Marketing. 2011;27(4):271–280.
  • Rubin H. The relationship between environmental design and patient medical outcomes. J Healthc Des. 1997;9:13–14.
  • Ravichandran N. Dimensions of patient loyalty and switching intention: Relational outcomes for benchmarking approach. Int J Healthc Manag. 2015;8(4):209–216.
  • Asefzadeh S, Jahandideh S, Asadabadi EB. Dental services marketing: A case of dental clinics in Iran. Int J Healthc Manag. 2012;5(1):12–18.
  • Lee S. Evaluating serviceability of healthcare servicescapes: service design perspective. Int J Design. 2011;5(2):61–72.
  • Tsekleves E, Cooper R. Emerging trends and the way forward in design in healthcare: an expert’s perspective. Design J. 2017;20(sup1):S2258–S2272.
  • Fottler M, Ford R, Roberts V, et al. Creating a healing environment: The importance of the service setting in the new consumer-oriented healthcare system. J Healthc Manag. 2000;45(2):91–106.
  • Browall M, Koinberg I, Falk H, et al. Patients’ experience of important factors in the healthcare environment in oncology care. Int J Qual Stud Health Well-Being. 2013;8:20870. doi: 10.3402/qhw.v8i0.20870
  • Velardea MD, Fryb G, Tveit M. Health effects of viewing landscapes – Landscape types in environmental psychology. Urban for Urban Gree. 2007;6:199–212.
  • Kotler P. Atmospherics as a marketing tool. J Retail. 1973;49(4):48–64.
  • Bitner MJ. Servicescapes: the impact of physical surroundings on customers and employees. J Mark. 1992;56 (2):57–71.
  • Hutton JD, Richardson LD. Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors. Health Care Manage Rev. 1995;20(2):48–61.
  • Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J Retail. 1988;64(1):12–40.
  • Rosenbaum MS, Massiah C. An expanded servicescape perspective. J Serv Manag. 2011;22(4):471–490.
  • Hightower R Jr., Shariat M. Servicescape’s hierarchical factor structure model. Glob Rev Bus Econ Res. 2009;5(2):375–398.
  • Pai Y, Chary S. The impact of healthscape on service quality and behavioural intentions. Int J Concept Manag Soc Sci. 2014;2(2):18–22.
  • Lee. A model for designing healthcare service based on the patient experience. Int J Healthc Manag. 2017doi: 10.1080/20479700.2017.1359956
  • Kearney T, Kennedy A, Coughlan J. Servicescapes: a review of contemporary empirical research. Sixteenth Annual Frontiers in Service Conference, San Francisco, CA; 2007. p. 58.
  • Lawson B, Phiri M. The architectural healthcare environment and its effects on patient health outcomes. A Report on an NHS Estates Funded Research Project; 2003.
  • Tsai CY, Wang MC, Liao WT, et al. Hospital outpatient perceptions of the physical environment of waiting areas: the role of patient characteristics on atmospherics in one academic medical center. BMC Health Serv Res. 2007;7:19. doi: 10.1186/1472-6963-7-198
  • Lin IY, Mattila AS. Restaurant servicescape, service encounter, and perceived Congruency on customers’ emotions and satisfaction. J Hosp Mark Manag. 2010;19(8):819–841.
  • Azila-Gbettor EM, Kwodjo Avorga SM, Danku Lydia S, et al. Physical evidence and quality service delivery in public hospitals in Ghana. Int Rev Manag Mark. 2013;3(4):153–163.
  • Alfonso L, Alves H. The importance of physical evidence in hospitals: the case of the public hospital Pêro da Covilhã. Respons Sustain. 2014;2(1):11–24.
  • DCunha S, Kumar V, Angadi V, et al. Structural equation modelling to predict patient perception of services cape and its relation to customer satisfaction & behavioral intention. Asian J Manag Res. 2017;7(4):293–303.
  • Cochran WG. Sampling techniques. 2nd ed. New York (NY): Wiley; 1963.
  • Pai Y, Chary S. Assessing healthscapes – a comparison among inpatients and outpatients. Rev Integr Bus Econ Res. 2013;2(1):797–804.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.