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Publication Detailed Description
Feeling better while waiting: The influence of intrinsic cues of hospital lobby in Portugal and South Korea
Proceeding of the 2015 MAG Scholar Global Business, Marketing and Tourism Conference
Year (definitive publication)
2015
Language
English
Country
New Zealand
More Information
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Abstract
This study aims to explore the effect of three factors of Servicescape on customers’
emotion, perceived quality and image. The proposed model was tested in medical tourism
context in Portugal and S. Korea, using a sample of 359 fully completed questionnaires.
Findings reveal that ambient and design are the most important factors in formation
Servicescape itself in the case of Portugal hospitals and design and social factors in the
case of S. Korea hospitals. Servicescape is an effective antecedent of customer image,
perceived quality and pleasure-feeling. Finally, the article also provides managerial
implications and suggests avenues for further research.
Acknowledgements
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Keywords
Servicescape,Ambient factor,Design factor,Social factor,Perceived quality,Image,Pleasure-feeling,Medical tourism
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
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