Navigation Links
How to make negative services less unpleasant for consumers
Date:8/7/2009

Chestnut Hill, MA August 10, 2009 Service quality beliefs are usually positively related to customer satisfaction the higher the perceived service quality, the higher the customer's satisfaction. However, an article published in the August issue of the Journal of Service Research finds this relationship may be more complicated in "negative service environments" (i.e., services that consumers would prefer not to have to use), such as health screening, diagnostic tests, or even auto repair.

The authors of the paper studied the relationship between stress and accuracy beliefs in the context of mammography, one such "negative" service. They found that women coming in for a routine screening test felt more stress as their belief in the efficacy of mammography increased. Meanwhile, those coming in for a diagnostic test felt less stress as their belief in the efficacy of mammography increased.

These findings suggest healthcare providers in hospitals should consider a patient's stage in the testing process to determine how to best manage the patient's experience and reduce stress levels. The article suggests separating routine screening patients from diagnostic screening patients, so doctors and nurses can better tailor communication to these different patient groups.

For routine screening patients, service providers should help reduce stress for patients by playing soothing music or providing distracting magazines in the waiting room. For diagnostic screening patients, service providers should focus on reducing patients' uncertainty by having information on the testing process, the latest advances in preventive care, or the kinds of treatment to which it leads available in the waiting room.


'/>"/>

Contact: Hayden M. Smith
jsradm@bc.edu
617-552-3389
SAGE Publications
Source:Eurekalert

Page: 1

Related medicine news :

1. Decision-making by residents on-call has miniscule negative impact on patient care
2. AHFs Innovative Stay Negative HIV Prevention Campaign Successfully Breaks Through to Target Audience
3. Negative Publicity Around PFFS Sales Practices Not Getting Through to Seniors
4. Go Ahead, Prove the Negative
5. Modeling Simulation Predicts Potential Negative Impact on U.S. Blood Supply if ESA Use Limited for Chemotherapy-Induced Anemia
6. Researchers From Around the World Gather to Discuss Triple Negative Breast Cancer
7. Survival shortened when ER/PR negative breast cancer spreads to the brain
8. Eating out can have both positive and negative impact on obesity
9. Physicians Still Hopeful About Desmoteplase for the Treatment of Acute Ischemic Stroke Despite Negative Results
10. Seeing our spouses more negatively might be a positive
11. HPV-positive head and neck cancer patients fare better than HPV-negative patients
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:10/13/2017)... ... October 13, 2017 , ... Coveros, ... Development, has been awarded a contract by the Center for Medicare and Medicaid ... to accelerate the enterprise use of Agile methodologies in a consistent and high ...
(Date:10/13/2017)... , ... October 13, 2017 , ... “America On The ... identity. “America On The Brink” is the creation of published author, William Nowers. ... great-grandchildren. As a WWII veteran, he spent thirty years in the Navy. ...
(Date:10/12/2017)... ... October 12, 2017 , ... CitiDent and San ... using cutting-edge Oventus O2Vent technology. As many as 18 million Americans are ... cessation in breathing. Oral appliances can offer significant relief to about 75 percent ...
(Date:10/12/2017)... , ... October 12, 2017 , ... ... to meet the demand of today’s consumer and regulatory authorities worldwide. From Children’s ... experts and tested to meet the highest standard. , These products are ...
(Date:10/12/2017)... Bethesda, MD (PRWEB) , ... October 12, 2017 , ... ... Award of Excellence to Carol Friedman, PhD, FACMI, during the Opening Session of AMIA’s ... 4 – 8. , In honor of Morris F. Collen, a pioneer in the ...
Breaking Medicine News(10 mins):
(Date:10/4/2017)... -- According to the Centers for Disease Control and Prevention (CDC), influenza ... Care is helping communities across Massachusetts , ... no-cost* flu shots through the end of the month. *Some ... ... flu shot is by the end of October, according to the Centers ...
(Date:10/2/2017)... Fla. , Oct. 2, 2017  AllianceRx Walgreens ... company formed by Walgreens and pharmacy benefit manager Prime ... its new brand, which included the unveiling of new ... , as well as at a few other ... the new brand to patients, some of whom will ...
(Date:9/28/2017)... , Sept. 28, 2017 Cohen Veterans Bioscience ... the use of wearable and home sensors for real-time ... Early Signal Foundation, a nonprofit organization focused on disruptive ... provide an affordable analytical system to record and integrate ... ...
Breaking Medicine Technology: