病人的消费情感对病人与医院之间关系的影响

The Impact of Patients'Consumption Emotions on the Relationship between Patients and Hospitals

作者在广州两家医院进行了一次实证研究,探讨住院病人的消费情感对病人与医院之间关系的影响。数据分析结果表明,服务公平性和服务质量影响病人的消费情感,病人的正、负面消费情感对病人感知的消费价值、病人满意感、病人信任感、病人与医护人员的人际关系纽带、病人与医院的情感纽带、病人的行为意向都有显著的直接或间接的影响。

The authors have done an empirical study in two hospitals in Gangzhou,to investigate the impact of patients' consumption emotions on the relationship be- tween patients and hospitals.The results of data analy- sis indicate that service fairness and serviee quality are antecedents of patients' consumption emotions,and both positive and negative emotions have either direct or indi- rect significant impacts on patients perceived value,sat- isfaction,trust,the personal bonds between patients and the medical service employee,the affective bonds between patients and hospitals,patients' behavioral in- tention.