Can hospitableness promote patients’ eWOM behaviour? The role of perceived overall fairness, treatment effectiveness and disease severity

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-08-09 DOI:10.1016/j.ijhm.2024.103883

Jingyan Liu , Jiaman Liu , Hailin Qu

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引用次数: 0

Abstract

Hospitableness within healthcare settings is increasingly recognized in the literature. However, despite the significance of electronic word-of-mouth (eWOM) behaviour, our understanding of how hospitableness influences patient perceptions and behaviours remains limited. This study utilizes fairness heuristic theory as a theoretical framework to assess how hospitableness affects patients' eWOM behaviour and explores the mediating role of perceived overall fairness (POF) and the moderating roles of treatment effectiveness and disease severity. Using data collected from 387 patients, the results reveal that hospitableness significantly enhances patients' eWOM behaviour. POF mediated the relationship between hospitableness and patients' eWOM behaviour. Furthermore, treatment effectiveness and disease severity negatively moderate the influence of hospitableness on POF. This study has both theoretical and practical implications for healthcare service management.

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好客能促进患者的网络口碑行为吗？整体公平感、治疗效果和疾病严重程度的作用

医疗机构的好客之道在文献中得到越来越多的认可。然而，尽管电子口碑（eWOM）行为意义重大，我们对好客程度如何影响患者感知和行为的理解仍然有限。本研究以公平启发式理论为理论框架，评估好客程度如何影响患者的电子口碑行为，并探讨感知整体公平性（POF）的中介作用以及治疗效果和疾病严重程度的调节作用。通过收集 387 名患者的数据，研究结果表明，好客程度会显著增强患者的网络口碑行为。POF对好客程度与患者网络口碑行为之间的关系起到了中介作用。此外，治疗效果和疾病严重程度对好客程度对 POF 的影响具有负向调节作用。这项研究对医疗服务管理具有理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.