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Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health

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  • Hantel, Saskia
  • Benkenstein, Martin

Abstract

Fellow patients are the people with whom hospital patients spend the most time. Research has shown that the fellow patient influences anxiety, pre- and post-operative stress, compliance, and negative feelings. A few studies have even shown that contact with other patients influences long-term satisfaction with the hospital, and self-rated health. These different factors influence each other via complex interactions. In this study, we analyze these complex interactions by building a theory-based model and testing the model using two empirical studies. The results provide relevant implications for further research and for hospital management.

Suggested Citation

  • Hantel, Saskia & Benkenstein, Martin, 2020. "Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 237-254.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2020-4-237
    DOI: 10.15358/2511-8676-2020-4-237
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    References listed on IDEAS

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    1. Paluch, Stefanie & Wirtz, Jochen, 2020. "Artificial Intelligence and Robots in the Service Encounter," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 3-8.
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