医院服务设计缺陷对患者不当行为意向影响研究

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1、浙江工商大学硕士学位论文ASTUDYONTHEIMPACTOFHOSPITALSERVICESDESIGNDEFECTSONPATIENTSMISBEHAVIORABSTRACTPatientsmisbehaviorareoftenoccurredduringthehospitalserviceinrecentyears，whichresultsinbadconsequencetothehospital，healthcareprofessionalsandthepatientsthemselves．Soresearchonpatien

2、tdisputes，aswellascustomersmisbehaviorcauseshaveanimportantplacetothehospitaltoreducetherateofmedicaldisputesandintentionpatients’misbehavior．Thepaperisresearchfromtheperspectiveofhospitalservicesdesigndefectaffectthepatientconsumptionemotionstostudytheformationmechanis

3、mofthepatients’misbehavior．Exploretheconnectionofservicedesigndefect，negativeconsumptionemotions，andpatients’misbehavior．Firstofallreviewthetheoryofservicedesigndefects，patientsnegativeconsumptionemotionsaswellaspatients’misbehavior．Firstofallreviewthetheoryofservicedes

4、igndefects，patientsnegativeconsumptionemotionsaswellasinpatients’misbehaviorliterature，tograspthepresentresearchsituationandclearresearchdirections．secondlybuildmodelsofhospitalservicedesigndefect，patients’negativemotionandtheintentionofthepatients’misbehavior,proposedI

5、II浙江工商大学硕士学位论文医院服务设计缺陷对患者不当行为的意向影响研究assumptionsofthreedimensionsofservicedesigndefectsandpatientswithnegativeconsumptionemotionsandintentionofthemisbehaviorofthepatients，patientswithnegativeconsumptionemotionsandthepatients’misbehaviorintentionrespectively．Thispaperadop

6、texperimentalmethod．Firstresearchscenariosofexperimentalmaterialsandquestionnairematerialthroughtheviewsofexpertsandscholarsandasmallsampleofpre—experimenttomodifyandimprovethedesign．240formalexperimentalstudy,recyclingandsortingtheexperimentalquestionnaire，andstatistic

7、alanalysisofexperimentaldatausingSPSS17．0，themainconclusionsareasfollows．Ohospitalserviceenvironment，serviceprocessesandservicestoremedydesigndefectofpatientswithnegativeconsumeremotionshavesignificantpositiveeffects；(g)patientswithnegativeconsumersentimentmisconductinp

8、atientswithintentiontohaveasignificantpositiveeffect；(委)patientswithnegativeconsumersentimentinthehospitalserv