The Influence of Environmental Conditions on Hospital Emergency by the Consumer’s Physical and Emotional State

Authors

DOI:

https://doi.org/10.21714/1679-18272019v17n2.p218-237

Keywords:

Hospital services environment, Environmental psychology, Perception of the environment, Hospital emergency

Abstract

This research aimed to analyze the relationship between the environmental variables present in the waiting room of a private hospital emergency, the physical and emotional states of the consumer and their reflexes on perception and emotional response in the use of the service. Therefore, a large hospital in Recife was analyzed by conducting a survey with 300 consumers between patients and caregivers. Data were analyzed by logistic regression. The results showed that the physical conditions of the environment that most related to the consumer’s environmental perception were color, aroma, layout and temperature and that the physical and emotional states negatively impact the consumer’s perception and emotional response, bringing six relevant theoretical contributions. The originality of this study is based on the fact that there are no empirical studies that associate the physical and emotional states of consumers with the environmental conditions, perception, and emotional response to the emergency services environment; comparative analysis between patients and caregivers in emergency service settings.

Author Biographies

Alexandre de Oliveira Siqueira, Universidade Federal de Pernambuco

Alexandre Siqueira é estudante de Doutorado em Administração pela Universidade Federal de Pernambuco (UFPE), atua como professor assistente nos Centros Universitários UniFBV e Unifavip (Adtalem Educacional do Brasil). Tem experiência na área de Administração, na qual, as áreas de interesse de pesquisa são: administração da produção, gestão da qualidade e lideranças.

Taciana de Barros Jerônimo, Universidade Federal de Pernambuco

Professora lotada no Departamento de Administração da UFPE, doutora em Engenharia de Produção no PPGEP/UFPE. Tem experiência na área de Administração, com ênfase em Administração da Produção, na qual, as áreas de interesse de pesquisa são: Tomada de decisão, Gerenciamento SI/TI.

Marcus Augusto Vasconcelos Araújo, Mestrado Profissional em Gestão Empresarial (MPGE) / Centro Universitário UniFBV/Wyden.

Possui Doutorado em Administração pela Universidade Federal de Pernambuco (2012), mestrado em Administração pela mesma instituição (2006) e graduação em Engenharia Elétrica Eletrônica pela Universidade de Pernambuco (2004). Possui larga experiência gerencial em empresas multinacionais e no serviço público nas áreas de Marketing, Gestão de Serviços, CRM, Gestão de Operações e de Riscos. Na área acadêmica, é Professor Adjunto da UPE e do Mestrado Profissional em Gestão Empresarial da Wyden/UniFBV (MPGE/UniFBV), onde também atua como Coordenador do Grupo de Pesquisa MSC (Marketing, Serviços e Consumo). Atua como pesquisador no núcleo de pesquisa GIRO/UFPE (Gestão de Inovação em Redes de Operações) e como Professor convidado em diversos cursos de Pós-Graduação Lato Sensu. Tem atuado, ainda, como avaliador ad hoc e publicado trabalhos em diversas revistas e eventos científicos, cujas áreas de interesse se concentram em temas como Gestão da Inovação, Marketing, Gestão de Serviços, Marketing de Relacionamento, Comportamento do Consumidor, Customer Experience, Gestão Estratégica, Gestão de Riscos e Cultura Organizacional.

Jamille Queiroz Leite, Programa de Pós-Graduação em Administração / Universidade Federal de Pernambuco

Mestra em Administração pela Universidade Federal de Pernambuco (UFPE), especialista em Finanças Empresariais pela Universidade Federal de Pernambuco (UFPE) e bacharela em Administração pelas Faculdades Integradas Barros Melo(AESO). Possui experiência em docência na área de Marketing, Estratégia, Gestão de Pessoas, Empreendedorismo e EAD. Atualmente é coordenadora dos curso de Administração das Faculdades Integradas Barros Melo.

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Published

2020-06-02

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Vol. 17 No. 2 (2019): Julho-Dezembro

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Artigos

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