Happy people manage better in adverse services

A cross-sectional study on exploring the antecedents of patient's revisit intention: Mediating role of trust in the hospital among patients in India

BACKGROUND

In the healthcare domain, patients' trust in the hospital plays an instrumental role in determining the behavioral intention of the patient. This article attempts to investigate the impact of service quality perception on behavioral intention with the mediating effect of trust in the hospital and patient satisfaction.

METHODS

This research was carried out in multispecialty hospitals located in Bangalore Urban and Mysore districts of Karnataka during August 2021. This was a questionnaire-based study and the sample size was 242. Statistical Package for the Social Science (SPSS) 27.0 and SmartPLS 3.0 software was used to analyze the data.

RESULTS

The findings revealed that perceived service quality significantly influences trust through patient satisfaction (observed partial mediation) and patient satisfaction significantly impacts behavioral intention through trust (observed partial mediation).

CONCLUSION

This study empowers hospital managers to understand the factors influencing behavioral intention. Healthcare professionals must ensure that good quality service is delivered to enhance patient satisfaction and trust in adverse services, which influence behavioral intention among the patients.

Can Positive Emotions Predict Consumer Satisfaction in Adverse Services?

Background

Managing emotions during hospital visits is important to enhance patient satisfaction. The purpose of this paper is to explore the relationship between patients' happiness and satisfaction through patients' mood and perceived service quality at a healthcare setup.

Methods

This study was conducted in a tertiary care hospital located in coastal Karnataka during the period from November to December 2021. Primary data was collected through a structured questionnaire from 227 respondents. "Statistical Package for the Social Sciences (SPSS) 27.0" and "SmartPLS 3.0" software was used for data analysis.

Results

Hypotheses proposed in this study were examined by comparing the direct effect of patients' happiness level on perceived service quality and the indirect effect of the level of patients' happiness on patient satisfaction. The influence of all the exogenous latent variables namely, happiness, mood, perceived service quality, on the endogenous latent variable of patient satisfaction is estimated to be moderate (R 2=62.5%).

Conclusion

This study empowers hospital managers to recognize how patient satisfaction is dependent on patients' happiness. In order to enhance patient satisfaction, the quality of care provided by health services, human resources, and infrastructure must be improved. As a result, the entire service encounter can be made enjoyable to the customers by reducing the distress caused by adverse services. Managers can utilize the outcomes of the study to develop marketing strategies to influence patients' emotions in the healthcare setup by modifying the servicescape elements.

Consumer experience co-creation in speciality coffee through social media sharing: its antecedents and consequences

Purpose

The present study aims to examine consumers’ happiness experiences for speciality coffee consumption in Thailand by considering the role of consumers’ active participation, sharing of experience and consumer experience co-creation.

Design/methodology/approach

A purposive survey was conducted in speciality coffee shops located in the largest commercial city and industrial development centre in the Northeastern Region of Thailand, Khon Kaen City, which yielded 271 usable and valid responses. The proposed model was evaluated by using a structural equation analysis with a partial least squares technique.

Findings

The results confirmed that consumers’ active participation and sharing of experience affected their experience co-creation, which in turn contributed to the consumers’ happiness experience at the speciality coffee shops.

Originality/value

This study contributes to the consumer experience co-creation and social media literature by proposing a conceptual model for the speciality coffee consumption experience. Furthermore, the study findings contribute to the existing literature by investigating new linkages, such as the role of consumer experience co-creation in a speciality coffee context as a mediating variable of consumer active participation and the sharing of experience with consumers’ happiness experience.