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:4/28/2017)... SALT LAKE CITY, UTAH (PRWEB) , ... April ... ... Josée Côté as Account Manager for the North East region. Côté has 20+ ... operations and consulting. Prior to Phytomer, Côté worked with an array of high-end ...
(Date:4/28/2017)... ... April 28, 2017 , ... Rob Lowe is a popular actor that has ... presence to an educational purpose as the host of the “Informed” series. The program ... a recent episode, the series focuses on thyroid cancer. , Although thyroid cancer is ...
(Date:4/27/2017)... , ... April 27, 2017 , ... ... Insights in Incentives, Rewards, and Recognition: A Nudge Guide," a groundbreaking analysis of ... field. Offering practical takeaways to apply immediately to IRR programs, the report highlights ...
(Date:4/27/2017)... Neb. (PRWEB) , ... April 27, 2017 , ... ... was named the 2017 North American CAREGiverSM of the Year for her extraordinary ... selects one of its 60,000 North American professional caregivers for the prestigious award ...
(Date:4/27/2017)... GA (PRWEB) , ... April 27, 2017 , ... Are ... a tragic spike in water-related accidents and drownings during the summer. While most of ... is that these situations occur every day. Very few people are taking the time ...
Breaking Medicine News(10 mins):
(Date:4/20/2017)... , April 20, 2017 Research and ... Market Size, Market Share, Application Analysis, Regional Outlook, Growth Trends, ... report to their offering. ... The global pharmacogenomics market was valued at US$ 7,167.6 Mn ... by 2024, expanding at a CAGR of 5.6% from 2016 ...
(Date:4/20/2017)... LUND, Sweden , April 20, 2017 /PRNewswire/ ... OTCQX: NEVPF) ("NeuroVive") today announced positive preclinical ... company,s preclinical compound for non-alcoholic steatohepatitis (NASH), ... NV556 has previously ... STAM™ NASH model. Today, NeuroVive,s scientists present ...
(Date:4/19/2017)... April 19, 2017 /PRNewswire/ - CRH Medical Corporation (TSX: CRH) (NYSE MKT: CRHM) ... & Co. Healthcare Investor Conference 2017 at the Sheraton Hotel in ... , Chief Executive Officer of the Company is scheduled to present ... Richard Bear and the Chairman of the Board, Tony ... ...
Breaking Medicine Technology: