The importance of physical evidence in hospitals: the case of the public Hospital Pêro da Covilhã
Keywords:
physical evidences, servicescape, healthscape, satisfaction, willingness to recommendAbstract
Since physical evidences are very important for service provider organizations due to the influence that they may have over the reaction of their target audiences and over their resulting behaviours, this study aims to contribute to the knowledge of the role that physical evidences play in the patients, visitors/caregivers and hospital employees’ overall satisfaction level and their willingness to recommend the services of the organization.
At this purpose, through a questionnaire research carried out at the Hospital Pêro da Covilhã (Portugal), where 150 people divided into the three above mentioned groups were surveyed, it was possible to ascertain that physical evidences influence the satisfaction of the hospital target audiences as well as their willingness to recommend the institution to others.
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