| Summary: | 碩士 === 東海大學 === 企業管理學系碩士班 === 104 === The purpose of the study is to assess to what extent the medical environment is perceived as friendly. In recent years, physician-patient relationship was widely discussed, which is highly related to patient friendly and environment friendly. However, more attention is needed in this topic in Taiwan. Environment has healing effect; it may affect patient’s emotion. There is lot of literature discussing medical friendly, but few for consultation room. In this research, we focus on consultation room as the research target.
This research included interpersonal distance, social support and compensatory behaviors as antecedents. Experimentation was employed; students from Tung-Hai University were recruited as participants. There were totally eight scenarios. PANAs and medical SERVQUAL scale were used as measurement. To improve these physical and interpersonal factors can enhance respondents’ positive affect, and reduce their negative affect. The experimental manipulation consisted of the following: first, interpersonal distance was operationalized by doctor’s eye-contact; second, social support was manipulated by whether the respondent was accompanied by friends (family) or not; third, compensatory effect was manipulated by the presence of medical materials in the consultation room.
The main findings showed that interpersonal distance enhanced positive affect. Social support reduced negative affect. Furthermore, social support also exerted an effect on Assurance and Empathy; compensatory factor had significant impact on Reliability and Tangibility. The results can contribute to medical friendly practice in Taiwan.
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