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首页> 外文期刊>Journal of Business Research >How do you feel today? Managing patient emotions during health care experiences to enhance well-being
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How do you feel today? Managing patient emotions during health care experiences to enhance well-being

机译：今天感觉怎么样？在医疗护理过程中管理患者的情绪，以改善健康状况

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摘要

Health care customers (patients) experience heightened emotions due to high stakes from risks to life, health, and well-being. Understanding and managing emotions during service experiences is an important area of inquiry because emotions influence customer perceptions, future intentions and behaviors. Yet despite its significance, research focusing on the impact of emotions on customer experiences remains fragmented, lacking a theoretically based conceptual framework. The authors attempt to fill this gap by addressing two important research questions contextualized in health care: (1) How can health care organizations better understand patient and family emotions during health care experiences? and (2) How should health care organizations use this understanding to design and better manage patient experiences to enhance patient well-being? The authors propose a new theoretically based framework on emotional responses following triggering events to enhance outcomes. Recommendations designed to enhance health care customer well-being are provided, as are directions to guide future work. (C) 2017 Elsevier Inc All rights reserved.
机译：由于生命，健康和福祉风险高风险，医疗保健客户（患者）会感到情绪高涨。在服务体验期间理解和管理情绪是一个重要的查询领域，因为情绪会影响客户的看法，未来的意图和行为。尽管具有重要意义，但专注于情绪对客户体验影响的研究仍然是零散的，缺乏基于理论的概念框架。作者试图通过解决医疗保健中与情境相关的两个重要研究问题来填补这一空白：（1）医疗保健组织如何在医疗保健经历中更好地了解患者和家庭的情感？ （2）医疗保健组织应如何利用这种理解来设计和更好地管理患者体验，以提高患者的健康水平？作者提出了一种基于理论的新框架，该框架基于触发事件以增强结果后的情绪反应。提供了旨在增强医疗保健客户福祉的建议，以及指导未来工作的指导。 （C）2017 Elsevier Inc保留所有权利。

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