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    Restorative servicescapes in health care: examining the influence of hotel-like attributes on patient well-being

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    Date Issued
    2020-02
    Publisher Version
    10.1177/1938965519879430
    Author(s)
    Mody, Makarand
    Suess, Courtney
    Dogru, Tarik
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    Permanent Link
    https://hdl.handle.net/2144/40256
    Version
    Accepted manuscript
    Citation (published version)
    Makarand Mody, Courtney Suess, Tarik Dogru. 2020. "Restorative Servicescapes in Health Care: Examining the Influence of Hotel-Like Attributes on Patient Well-Being." Cornell Hospitality Quarterly, Volume 61, Issue 1, pp. 19 - 39. https://doi.org/10.1177/1938965519879430
    Abstract
    This study examines how 527 patients across different health states assessed the influence of hotel-like attributes on their well-being. Using theoretical mechanisms of attention restoration underlying restorative servicescapes, we postulated that hotel-like products and services will enhance patients’ perceived well-being, which, in turn, will favorably affect their behavioral intentions. We also tested an alternative model that included additional direct relationships between hotel-like products and services and behavioral intentions, based on the tenets of cue utilization theory. After conducting a series of nested model comparison procedures, we confirmed that the alternative model provided a theoretically and empirically stronger explanation for the dynamics of hotel-like restorative servicescapes. Although the differences between less healthy and more healthy patients were not statistically significant, the less healthy group demonstrated the same pattern of relationships as in the overall model, indicating that such patients may be more likely to derive greater restorative benefits from hotel-like hospital rooms, which may also make them more likely to pay higher out-of-pocket expenses for such rooms. The study furthers the empirical research agenda on evidence-based design (EBD) and the role of hospitality in health care.
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