商业经济与管理
商業經濟與管理
상업경제여관리
Business Economics and Administration
2013年
8期
34~42
,共null页
服务设计缺陷 患者不当行为意向 消极消费情感 医院
服務設計缺陷 患者不噹行為意嚮 消極消費情感 醫院
복무설계결함 환자불당행위의향 소겁소비정감 의원
service design defects; patients＇ misbehavior intention; negative consuming emotion; hospital
在医院服务中,患者不当行为的发生,给医院、医护人员和患者自身均带来严重后果。在构建医院服务设计缺陷、患者消极消费情感和患者不当行为意向关系模型基础上,对240位被试进行实验研究和多元回归分析,研究发现：医院服务环境、服务流程和服务补救设计缺陷对患者消极消费情感均有显著正向影响;患者消极消费情感对患者不当行为意向有显著正向影响;患者消极消费情感在医院服务设计缺陷三维度对患者不当行为意向的影响关系中均起部分中介作用。因此,医院应不断完善服务体系设计、强化患者情绪管理、树立预防医患纠纷新理念,以降低患者不当行为发生率,缓解医患关系紧张问题。
在醫院服務中,患者不噹行為的髮生,給醫院、醫護人員和患者自身均帶來嚴重後果。在構建醫院服務設計缺陷、患者消極消費情感和患者不噹行為意嚮關繫模型基礎上,對240位被試進行實驗研究和多元迴歸分析,研究髮現：醫院服務環境、服務流程和服務補救設計缺陷對患者消極消費情感均有顯著正嚮影響;患者消極消費情感對患者不噹行為意嚮有顯著正嚮影響;患者消極消費情感在醫院服務設計缺陷三維度對患者不噹行為意嚮的影響關繫中均起部分中介作用。因此,醫院應不斷完善服務體繫設計、彊化患者情緒管理、樹立預防醫患糾紛新理唸,以降低患者不噹行為髮生率,緩解醫患關繫緊張問題。
재의원복무중,환자불당행위적발생,급의원、의호인원화환자자신균대래엄중후과。재구건의원복무설계결함、환자소겁소비정감화환자불당행위의향관계모형기출상,대240위피시진행실험연구화다원회귀분석,연구발현：의원복무배경、복무류정화복무보구설계결함대환자소겁소비정감균유현저정향영향;환자소겁소비정감대환자불당행위의향유현저정향영향;환자소겁소비정감재의원복무설계결함삼유도대환자불당행위의향적영향관계중균기부분중개작용。인차,의원응불단완선복무체계설계、강화환자정서관리、수립예방의환규분신이념,이강저환자불당행위발생솔,완해의환관계긴장문제。
During hospital services,patients＇ misbehavior will result in bad consequence to hospital,health care professionals and patients themselves.A model depicting the relationship among hospital services design defects,patients＇ negative consuming emotion and patients＇ misbehavior intention is constructed.Based on the proposed model,taking 240 respondents as the samples,this article conducts an experiment research and makes multiple regression analysis.Empirical results indicate that： The design defects of service environment,service process and remedial service respectively shows positive effect on patients＇ negative consuming emotion significantly and directly;Patients＇ negative consuming emotion significantly and positively affects patients＇ misbehavior intention;Each dimension of hospital service design defects is an antecedent of patients＇ misbehavior intention while partially mediating the effect of patients＇ negative consuming emotion.Therefore,the managers of hospitals should make substantial efforts to improve the design of the service system,enhance the management of patients＇ emotion,establish a new prevention concept of doctor-patient dispute,which can help to decline the occurring rate of patients＇ misbehavior and reduce hospitals＇ tensions with patients.
