The perception of crowding, quality and well-being: a study of Vietnamese public health services

Sukanlaya Sawang; Cindy Yunhsin Chou; Bao Quoc Truong-Dinh

doi:10.1108/JHOM-08-2018-0233

The perception of crowding, quality and well-being: a study of Vietnamese public health services

Sukanlaya Sawang, Cindy Yunhsin Chou, Bao Quoc Truong-Dinh

Faculty of Business & Law

Research output: Contribution to journal › Article › peer-review

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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	https://doi.org/10.1108/JHOM-08-2018-0233
Publication status	Published - 28 Jun 2019

Bibliographical note

Copyright © and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders.

Keywords

Healthcare
Perceived crowding
Public health
Service quality
Transformative service research
Well-being

ASJC Scopus subject areas

Health Policy

Access to Document

10.1108/JHOM-08-2018-0233

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Sukanlaya Sawang, SFHEA
- Research Centre for Business in Society - Associate
- Faculty of Business & Law - Associate Dean - Global Engagement
Person: Teaching and Research

Cite this

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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{\textquoteright} 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{\textquoteright} perceived SQ. The perceived SQ then impacts patients{\textquoteright} overall satisfaction and emotional well-being. Patients{\textquoteright} 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{\textquoteright} perceived human crowding and medical staff SQ affect consumers{\textquoteright} 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.",

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author = "Sukanlaya Sawang and Chou, {Cindy Yunhsin} and Truong-Dinh, {Bao Quoc}",

note = "Copyright {\textcopyright} and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders. ",

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The perception of crowding, quality and well-being: a study of Vietnamese public health services

Abstract

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Sukanlaya Sawang, SFHEA

Cite this