AI Article Synopsis
- The study aims to investigate how incorporating fun activities in healthcare settings affects customer perceptions and behaviors, focusing on service quality and intent to return.
- It utilizes a 2 x 2 x 2 experimental design, testing three factors: attentiveness to the customer, waiting time, and the level of fun.
- The research fills a gap in existing literature about customer reactions to fun in healthcare, which has been mostly unexplored despite the popularity of related concepts.
Article Abstract
While incorporating fun into healthcare work environments to improve productivity, employee satisfaction, and patient satisfaction has been gaining attention since the release of the popular Fish! books (e.g., Lundin, Christensen, Paul, & Strand, 2002), no empirical research has been conducted examining customer/client reactions to witnessing the use of such fun activities. Using a 2 x 2 x 2 experimental scenario-based study, this research evaluated the impact of 3 independent variables (attentiveness to the customer, customer waiting time, and level of fun) on the dependent variables of perceived service quality and intent to return, refer, and complain.
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| http://dx.doi.org/10.1080/07359681003745097 | DOI Listing |
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