Understanding the effects of nurses, patients' hospital rooms, and patients' perception of control on the perceived quality of a hospital

Health Marketing Quarterly

Volumn 18, Issue 1-2, 2000, Pages 1-14

  Gotlieb, Jerry B ^a  

^a WESTERN KENTUCKY UNIVERSITY   (United States)

Author keywords

Hospital rooms; Nurses; Patients; Perceived quality of a hospital

Indexed keywords

ARTICLE; FINANCIAL MANAGEMENT; HEALTH CARE FACILITY; HEALTH CARE QUALITY; HEALTH SERVICES RESEARCH; HOSPITAL; HUMAN; NURSE PATIENT RELATIONSHIP; NURSING; ORGANIZATION AND MANAGEMENT; PATIENT ATTITUDE; PATIENT SATISFACTION; PSYCHOLOGICAL ASPECT; PUBLIC RELATIONS; STANDARD; UNITED STATES;

HEALTH SERVICES RESEARCH; HOSPITALS; HUMANS; INTERPROFESSIONAL RELATIONS; MARKETING OF HEALTH SERVICES; NURSE-PATIENT RELATIONS; NURSING SERVICE, HOSPITAL; PATIENT ACCEPTANCE OF HEALTH CARE; PATIENT SATISFACTION; PATIENTS' ROOMS; QUALITY OF HEALTH CARE; UNITED STATES;

EID: 0033647711     PISSN: 07359683     EISSN: 15450864     Source Type: Journal    
DOI: 10.1300/J026v18n01_01     Document Type: Article

References (37)

1. Affleck, Glenn, Tennen, Howard, Pfeiffer, Carol, and Fifeld, Judith. 1987. Appraisal of Control and Predictability in Adapting to a Chronic Disease. Journal of Personality and Social Psychology, 53(2):273–279.
2. Babin, Berry J., and Boles, James S., 1998. Employee Behavior in a Service Environment:A Model and Test of Potential Difference Between Men and Women. Journal of Marketing, 62(2):77–91.
3. Bennett, David J., and Bennett, Judith D., 1970. “Making the Scene”. In Social Psychology Through Symbolic Interactionism, Edited by:Stone, G., and Farberman, H., 190–196. Waltham, MA:Ginn-Blaisdell.
4. Bitner, Mary Jo., 1990. Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54 April:69–82.
5. Bitner, Mary Jo., 1992. Servicescapes:The impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56 April:57–71.
6. Cahnman, Sheila F., 1995. Rethinking the Design of Patient Units:As Patient Units Evolve, so Do the Ways the Designers Approach Them. Building Design and Construction, 36(5):52–55.
7. Chang, Karen. 1997. Dimensions and Indicators of Patients' Perceived Nursing Care Quality in the Hospital Setting. Journal of Nursing Care Quality, 11(6):26–38.
8. Christman, Luther. 1998. Who is a Nurse?. Journal of Nursing Scholarship, 30(3):211–215.
9. Flipo, Jean-Paul. 1991. “On the Strategic Implications of Tangible Elements in the Marketing of Industrial Services”. In Service Quality, Edited by:Brown, Stephen W., Gummesson, Evert, Edvardsson, Bo, and Bengtov, Gustavssone. 123–134. Lexington, MA:Lexington Books.
10. Friedrich, M. J., 1999. The Arts of Healing. Journal of the American Medical Association, 281(19):1779
11. Fornell, Claes, and Larcker, David F., 1981. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18 February:39–50.
12. Grau, Lois. 1984. What Older Adults Expect from the Nurse. Geriatric Nursing, 5(1):14–18.
13. Harris, Jim. 1997. “Patients Indicate High Satisfaction with Hospital Care'. Arkansas Business, 14:20
14. Haskell, Denise M., and Brown, Hazel N., 1998. Calling All Patients. Nursing Management, 29(9):39
15. Hays, Kathleen M., and Hays, Peter. 1996. “Sunny Hospital Rooms Expedite Recovery from Severe and Refractory Depressions'. Journal of Affective Disorders, 40(1–2):49–51.
16. Hui, Michael K., and Bateson, John E.G., 1991. Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience. Journal of Consumer Research, 18 September:174–185.
17. Joreskog, Karl, and Sorbom, Dag. 1993. Lisrel 8:Structural Equation Modeling with the SIMPLIS Command Language, Chicago:Scientific Software International.
18. Joreskog, Karl, and Sorbom, Dag. 1988. LISREL VII:A Guide to the Program and Applications, Chicago:SPSS.
19. Lewis, K. E., and Woodside, R. E., 1992. Patient Satisfaction with Care:in the Emergency Department. Journal of Advanced Nursing, 17:959–64.
20. Lumsdom, Kevin F., 1996. Bricks, Mortar, and a Whole Lot More. Hospital and Health Networks, 70(21):55–57.
21. Mahler, Heike I., and Kulik, James A., 1990. Preferences for Health Care Involvement, Perceived Control and Surgical Recovery:A Prospective Study. Social Science and Medicine, 31(7):743–751.
22. Obermiller, Carl, and Bitner, Mary Jo., “Store Atmosphere:A Peripheral Cue for Product Evaluation”. American Psychological Association Annual Conference Proceeding, Consumer Psychology Division. Edited by:Stewart, David C., pp.52–53. American Psychological Association.
23. Oswald, Sharon L., Turner, Douglas E., Snipes, Robin L., and Butler, Daniel. 1998. “Quality Determinants and Hospital Satisfaction'. Marketing Health Services, 18(1):19–23.
24. Oxler, Karen F., 1997. Achieving Patient Satisfaction:Resolving Patient Complaints. Holistic Nursing Practice, 11(4):27–35.
25. Palmer, Adrian, and Cole, Catherine. 1995. Services Marketing, Principles and Practice, Englewood Cliff, New Jersey:Prentice Hall.
26. Parasuraman, A., Zeithaml, Valarie, and Berry, Leonard L., 1988. SERVQUAL:a Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1):12–40.
27. Parasuraman, A., Berry, Leonard L., and Zeithaml, Valarie A., 1991. A Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 64(4):420–450.
28. Rotter, Julian B., 1966. Generalized Expectancies for Internal Versus External Control of Reinforcement. Psychological Monographs, 80(1):1–28.
29. Rust, Roland T., Zahorik, Anthony J., and Keiningham, Timothy L., 1996. Service Marketing, New York, N.Y:HarperCollins.
30. Sujan, Harish, Weitz, Barton A., and Kumar, Nirmalya. 1994. Learning Orientation, Working Smart, and Effective Selling. Journal of Marketing, 58 July:39–52.
31. Shumaker, Sally A., and Willow, Pequegnat. 1989. “Hospital Design, Health Providers, and the Delivery of Effective Health Care”. In Advances in Environment, Behavior, and Design, Vol 2, 161–199. New York, N.Y.:Plenum Press.
32. Thomas, William J., and Hofer, Timothy P., 1999. Accuracy of Risk-Adjusted Mortality Rate as a Measure of Hospital Quality Care. Journal of the American Medical Association, 281(11):970–971.
33. Thompson, Suzanne C., Thomas, Craig N., Kickabaugh, Cheryl A., Tantamjarik, Peerapong, Otsuki, Teresa, Pan, David, Ben Garcia, F., and Sinar, Evan. 1998. Primary and Secondary Control Over Age-related Changes in Physical Appearance. Journal of Personality, 66(4):583–606.
34. Thompson, Suzanne C., Sobolew-Scubin, Alexandria, Galbraith, Michael E., and Schwankovsky, Leore. 1993. Maintaining Perceptions of Control:Finding Perceived Control in Low-control Circumstances. Journal of Personality and Social Psychology, 64(2):293–304.
35. Wolfe, Suzanne. 1999. Quality vs. Cost. RN, 62(1):28–33.
36. Zalkind, David, and Eastaugh, Steven R., 1997. Mortality Rates as an Indicator of Hospital Quality. Hospital and Health Services Administration, 42(1):3–16.
37. Zeithaml, Valarie. 1988. Consumer Perceptions of Price, Quality, and Value:A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 July:2–22.