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Do Attributes of Patient Satisfaction Affect Word-of-Mouth Communication?

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Creating Marketing Magic and Innovative Future Marketing Trends

Abstract

The objective of this paper is to propose hypotheses that explore the impact of three patient-centered attributes of patient satisfaction on word-of-mouth communication by patients. With the underpinnings of advertising communications theory, we examine how empathy, responsiveness, and physical environment of a hospital affect word-of-mouth communication and intensity. This conceptual paper lays the foundation for future empirical research that has a potential to yield important and insightful findings. Results from an examination of hypotheses developed in this paper may advance knowledge in this area and assist administrators in improving patient-centered attributes of patient satisfaction that can stimulate positive word-of-mouth communication.

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Authors and Affiliations

  1. University of Alabama at Birmingham, Birmingham, AL, USA

    Soumya Upadhyay & Thomas L. Powers

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  1. Soumya Upadhyay
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  2. Thomas L. Powers
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Correspondence to Soumya Upadhyay .

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Editors and Affiliations

  1. Department of Marketing & Services, University of Bayreuth, Bayreuth, Germany

    Maximilian Stieler

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Upadhyay, S., Powers, T.L. (2017). Do Attributes of Patient Satisfaction Affect Word-of-Mouth Communication?. In: Stieler, M. (eds) Creating Marketing Magic and Innovative Future Marketing Trends. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-45596-9_158

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