Abstract
Purpose: The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being. Design/methodology/approach: Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals. Findings: Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients. Originality/value: Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.
| Original language | English |
|---|---|
| Pages (from-to) | 460-477 |
| Number of pages | 18 |
| Journal | Journal of Health Organization and Management |
| Volume | 33 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 28 Jun 2019 |
Fingerprint
Keywords
- Healthcare
- Perceived crowding
- Public health
- Service quality
- Transformative service research
- Well-being
ASJC Scopus subject areas
- Health Policy
Cite this
The perception of crowding, quality and well-being : a study of Vietnamese public health services. / Sawang, Sukanlaya; Chou, Cindy Yunhsin; Truong-Dinh, Bao Quoc.
In: Journal of Health Organization and Management, Vol. 33, No. 4, 28.06.2019, p. 460-477.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - The perception of crowding, quality and well-being
T2 - a study of Vietnamese public health services
AU - Sawang, Sukanlaya
AU - Chou, Cindy Yunhsin
AU - Truong-Dinh, Bao Quoc
PY - 2019/6/28
Y1 - 2019/6/28
N2 - Purpose: The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being. Design/methodology/approach: Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals. Findings: Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients. Originality/value: Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.
AB - Purpose: The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being. Design/methodology/approach: Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals. Findings: Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients. Originality/value: Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.
KW - Healthcare
KW - Perceived crowding
KW - Public health
KW - Service quality
KW - Transformative service research
KW - Well-being
UR - http://www.scopus.com/inward/record.url?scp=85067879986&partnerID=8YFLogxK
U2 - 10.1108/JHOM-08-2018-0233
DO - 10.1108/JHOM-08-2018-0233
M3 - Article
VL - 33
SP - 460
EP - 477
JO - Journal of Health, Organisation and Management
JF - Journal of Health, Organisation and Management
SN - 1477-7266
IS - 4
ER -