The purpose of this study is to propose and test the causal relationship among the constructs servicescape, emotions and satisfaction among users of corporate hospital services.
Design/Methodology/Approach
A review of literature was done, and items were adapted construct-wise from existing scales. Data were collected from 220 respondents, and the reliability and validity of the scales were tested. The relationship among the constructs was tested using structural equation modelling.
Findings
The model in this study postulated that (a) servicescape is positively related to satisfaction, (b) servicescape is positively related to positive emotions and negatively related to negative emotions and (c) positive emotions are positively related to patient satisfaction and negative emotions are negatively related to satisfaction. All the hypotheses were supported, and it was confirmed that servicescape has both direct and indirect relationships with satisfaction.
Originality/Value
The article has direct implications for healthcare service providers. Healthcare executives are encouraged to monitor the physical environment of their healthcare units. This study shows that emotions of patients play an important role in determining their satisfaction with hospital services.
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