Do Attributes of Patient Satisfaction Affect Word-Of-Mouth Satisfaction
Creating Marketing Magic and Innovative Future Marketing Trends
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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.
Patient satisfaction, Word-of-mouth, Communication, Marketing, Health care
Powers, T. L.
Do Attributes of Patient Satisfaction Affect Word-Of-Mouth Satisfaction.
Creating Marketing Magic and Innovative Future Marketing Trends, 2017