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| 論文名稱 | Exploring the dual effects of perceived waiting on healthcare service satisfaction among outpatients |
| 發表日期 | 2019-10-23 |
| 論文收錄分類 | SSCI |
| 所有作者 | 劉宜芬、 廖俊芳、 周逸衡 |
| 作者順序 | 第二作者 |
| 通訊作者 | 是 |
| 刊物名稱 | Asia Pacific Journal of Marketing and Logistics |
| 發表卷數 | Vol. 32 No. 2, pp. 495-518. |
| 是否具有審稿制度 | 是 |
| 發表期數 | |
| 期刊或學報出版地國別/地區 | NATTWN-中華民國 |
| 發表年份 | 2019 |
| 發表月份 | 10 |
| 發表形式 | 電子期刊 |
| 所屬計劃案 | 科技部 |
| 可公開文檔 |
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| 可公開文檔 |
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| 可公開文檔 |
[英文摘要] :
The purpose of this paper is to explore healthcare waiting time and the negative and positive effects (i.e. the dual effects) it has on outpatient satisfaction. Design/methodology/approach Self-administered surveys with 334 outpatients and follow-up interviews with 20 outpatients in three large hospitals in Taiwan were conducted to collect data. Findings Quantitative surveys demonstrated that perceived waiting time correlated with satisfaction negatively first but then positively. Satisfaction also correlated with doctor reputation and patient sociability. Follow-up qualitative interviews further revealed that, for some patients, waiting contributed positively to patient evaluations through signaling better healthcare quality and facilitating social interaction. Originality/value This research demonstrated the possibility that waiting might have positive effects on healthcare satisfaction. It also identified variables that could produce greater positive perceptions during hospital waiting and underlying mechanisms that could explain how the positive effects work. This research may potentially help hospitals with a better understanding of how they can improve patients’ waiting experiences and increase satisfaction.
