The effect of hospitableness on positive emotions, experience, and well-being of hospital patients

• Published in: International journal of hospitality management Vol. 110; p. 103431
• Main Authors: Altinay, Levent, Alrawadieh, Zaid, Tulucu, Fadime, Arici, Hasan Evrim
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.04.2023
• Subjects: Emotions; Hospitableness; Hospitality in healthcare settings; Patient experience; Recommendation intentions; Satisfaction; Well-being; Hospitableness; Well-being; Recommendation intentions; Patient experience; Satisfaction; Hospitality in healthcare settings; Emotions
• ISSN: 0278-4319; 1873-4693
• DOI: 10.1016/j.ijhm.2023.103431

The role of hospitableness in hedonic service settings has been subject to considerable theoretical and empirical investigation; however, its role in utilitarian service settings (e.g., hospitals) has received notably scant attention. Drawing on the stimulus-organism-response (S-O-R) model, this study proposes and tests a conceptual model linking hospitableness, patient experience, positive emotions, overall satisfaction, subjective well-being, and recommendation intention. Drawing on quantitative data (n = 204) collected from inpatients in hospitals, the findings largely support the proposed theoretical model and confirm that hospitableness can positively influence patient experience and positive emotions, but not overall satisfaction. Interestingly, while hospitableness does not seem to directly influence overall satisfaction, this effect is indirectly achieved via patient experience. The findings also reveal that patients’ subjective well-being may be enhanced by positive emotions but not overall satisfaction. Both positive emotions and overall satisfaction have a positive effect on recommendation intention. The study makes several theoretical implications and proposes significant practical implications both for the hospitality and healthcare sectors. •The study examines the outcomes of hospitableness in the healthcare sector.•Hospitableness positively influences patient experience and positive emotions.•Hospitableness indirectly influences overall satisfaction via patient experience.•Patients’ subjective well-being can be enhanced by positive emotions.•Positive emotions and satisfaction positively affect recommendation intention.