Delight, satisfaction, and behavioral intentions in a hospital setting: The role of environmental and interpersonal services
Year: 2012
Type: article
Study design: Observational Study
Abstract: This study is one of few on customer satisfaction, delight, and behavioral intentions and the first in a hospital setting. Data, collected through phone interviews with 250 patients discharged from a hospital, support that: (1) patient delight and satisfaction have positive influences on behavioral intentions (2) environmental and interpersonal service quality have positive influences on patient satisfaction and patient delight however, (3) patient satisfaction mediates the relationship between environmental and interpersonal service quality and patient delight
Author: Gary J. Robinson
Institution: Cleveland State University
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: green
OpenAlex ID: W2303046907