Do Attributes of Patient Satisfaction Affect Word-Of-Mouth Satisfaction
Document Type
Conference Proceeding
Publication Date
1-10-2017
Publication Title
Creating Marketing Magic and Innovative Future Marketing Trends
Volume
2017
First page number:
867
Last page number:
878
Abstract
The objective of this paper is to propose hypotheses that explore the impact of three patient-centered attributes of patient satisfaction on word-of-mouth communication by patients. With the underpinnings of advertising communications theory, we examine how empathy, responsiveness, and physical environment of a hospital affect word-of-mouth communication and intensity. This conceptual paper lays the foundation for future empirical research that has a potential to yield important and insightful findings. Results from an examination of hypotheses developed in this paper may advance knowledge in this area and assist administrators in improving patient-centered attributes of patient satisfaction that can stimulate positive word-of-mouth communication.
Keywords
Patient satisfaction, Word-of-mouth, Communication, Marketing, Health care
Language
eng
Repository Citation
Upadhyay, S.,
Powers, T. L.
(2017).
Do Attributes of Patient Satisfaction Affect Word-Of-Mouth Satisfaction.
Creating Marketing Magic and Innovative Future Marketing Trends, 2017
867-878.
http://dx.doi.org/10.1007/978-3-319-45596-9_158
