| Summary: | 碩士 === 元智大學 === 經營管理碩士班(行銷學程) === 105 === In response to the calls of transformative service research (TSR) more studies on how the interaction between service personnel and consumer influences consumer well-being, this study aims to examine the impact of medical service staff perceived crowding on patient perceived service interaction quality, patient’s emotional well-being, and overall satisfaction. Drawing on servicescape and the literature related to service quality, this study proposes a theoretical research framework to address the research aim. Using a dyadic approach, this study collects 236 valid pair medical service staff-patient surveys in six public hospitals in Danang City, Vietnam. The findings provide insights into the effect of medical service staff perceived crowding on their patients’ perception of interaction service quality, satisfaction, and emotional well-being. This study echoes TSR by empirically showing that medical service staff perceived crowding is a critical interpersonal factor in the medical service environment to influence patient perceived interaction service quality, which in turn, affects patients’ overall satisfaction and emotional well-being.
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