E-resources
Peer reviewed
Open access
-
Lugosi, Peter; O’Brien, Colette; Olya, Hossein; Pink, Ryan C.; Lavender, Verna
International journal of hospitality management, July 2023, 2023-07-00, Volume: 112Journal Article
This study evaluates waiting experiences in a cancer treatment context. It examines the effects of multiple servicescape dimensions, including the design, spatial layout and functionality of the physical surroundings alongside ambient conditions such as lighting and temperature, on visitor satisfaction. The study adopted a case-study strategy in a cancer and haematology clinic at a UK hospital. Scoping discussions with clinical staff, observations of the clinical environment and ‘walk-throughs’ were used to develop a survey to capture visitors’ expectations, perceptions and satisfaction with waiting experiences. Ambient conditions were shown to have a greater impact on satisfaction than the design and layout. Perceptions of wayfinding and privacy features, alone and in combination, were shown to influence satisfaction and dissatisfaction. Improving experiences of privacy and wayfinding can significantly improve overall satisfaction. Better management of these dimensions can help compensate for deficiencies in other areas of the physical servicescape. •Examines the waiting experiences in a cancer care setting.•Evaluates the impacts of the physical servicescape on user satisfaction.•Ambient conditions have a greater impact on satisfaction than design and layout.•Wayfinding and privacy features, alone and in combination, affect (dis)satisfaction.
Shelf entry
Permalink
- URL:
Impact factor
Access to the JCR database is permitted only to users from Slovenia. Your current IP address is not on the list of IP addresses with access permission, and authentication with the relevant AAI accout is required.
Year | Impact factor | Edition | Category | Classification | ||||
---|---|---|---|---|---|---|---|---|
JCR | SNIP | JCR | SNIP | JCR | SNIP | JCR | SNIP |
Select the library membership card:
If the library membership card is not in the list,
add a new one.
DRS, in which the journal is indexed
Database name | Field | Year |
---|
Links to authors' personal bibliographies | Links to information on researchers in the SICRIS system |
---|
Source: Personal bibliographies
and: SICRIS
The material is available in full text. If you wish to order the material anyway, click the Continue button.