The effect of hospitableness on positive emotions, experience, and well-being of hospital patients
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 stu...
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| Published in | International journal of hospitality management Vol. 110; p. 103431 |
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| Main Authors | , , , |
| Format | Journal Article |
| Language | English |
| Published |
Elsevier Ltd
01.04.2023
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| Subjects | |
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| Abstract | 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. |
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| AbstractList | 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. |
| ArticleNumber | 103431 |
| Author | Alrawadieh, Zaid Tulucu, Fadime Arici, Hasan Evrim Altinay, Levent |
| Author_xml | – sequence: 1 givenname: Levent surname: Altinay fullname: Altinay, Levent email: laltinay@brookes.ac.uk organization: Oxford Brookes University, Oxford Brookes Business School, UK – sequence: 2 givenname: Zaid surname: Alrawadieh fullname: Alrawadieh, Zaid email: zalrawadieh@brookes.ac.uk organization: Oxford Brookes University, Oxford Brookes Business School, UK – sequence: 3 givenname: Fadime surname: Tulucu fullname: Tulucu, Fadime email: f.tulucu@hotmail.com organization: Faculty of Medicine, Department of Pulmonology and Allergy, Near East University, Nicosia, Turkish Republic of Northern Cyprus – sequence: 4 givenname: Hasan Evrim surname: Arici fullname: Arici, Hasan Evrim email: hasanevrimarici@yahoo.com organization: Faculty of Tourism, Kastamonu University, Kastamonu, Turkey |
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| Keywords | Hospitableness Well-being Recommendation intentions Patient experience Satisfaction Hospitality in healthcare settings Emotions |
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| Title | The effect of hospitableness on positive emotions, experience, and well-being of hospital patients |
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