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| A Study on the Impact of Hospital Service Design Defects on Patients’ Misbehavior Intention |
| FAN Jun,QIU Hongliang,GE Mina |
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Abstract During hospital services, patients’ misbehavior will result in bad consequence to hospital, health care professionals and patients themselves. A model depicting the relationship among hospital services design defects, patients’ negative consuming emotion and patients’ misbehavior intention is constructed. Based on the proposed model, taking 240 respondents as the samples, this article conducts an experiment research and makes multiple regression analysis. Empirical results indicate that: (1) The design defects of service environment, service process and remedial service respectively shows positive effect on patients’ negative consuming emotion significantly and directly; (2) Patients’ negative consuming emotion significantly and positively affects patients’ misbehavior intention; (3) Each dimension of hospital service design defects is an antecedent of patients’ misbehavior intention while partially mediating the effect of patients’ negative consuming emotion. Therefore, the managers of hospitals should make substantial efforts to improve the design of the service system, enhance the management of patients’ emotion, establish a new prevention concept of doctor-patient dispute, which can help to decline the occurring rate of patients’ misbehavior and reduce hospitals’ tensions with patients.
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Received: 09 November 2012
Published: 15 August 2013
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Corresponding Authors:
FAN Jun
E-mail: fj@mail.zjgsu.edu.cn
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2013, Vol. 
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