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首页> 外文期刊>Journal of the American Pharmacists Association: JAPhA >Patient evaluations of pharmacist performance with variations in attire and communication levels.
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Patient evaluations of pharmacist performance with variations in attire and communication levels.

机译：患者对药剂师绩效的评价，包括着装和沟通水平的变化。

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OBJECTIVE: To determine whether the attire of a pharmacist has any effect on how he is evaluated when a patient also considers the pharmacist's performance and to assess whether attire and performance interact to influence patients' evaluations. DESIGN: Randomized, cross-sectional, three-factor design. SETTING: Community pharmacy settings were portrayed. PARTICIPANTS: 179 university staff members. INTERVENTIONS: Videos of pharmacist-patient interactions were encoded and placed on a Web site to be viewed by participants. MAIN OUTCOME MEASURES: Service encounter satisfaction, perceptions of overall service quality, trust in the service provider, and behavioral intentions based on two levels of pharmacist communication performance (high or adequate), three levels of dress style (casual, business casual, formal), and two levels of white coat (wearing or not). RESULTS: Of the three independent variables, only communication performance was found to significantly influence the dependent variables. High communication performance resulted in higher satisfaction scores, higher perceptions of quality, higher levels of trust, and behavioral intention scores that reflected a greater willingness to use and recommend the pharmacist. CONCLUSION: Style of dress or whether the pharmacist was wearing a white coat did not significantly influence participants' evaluations of the pharmacist in this study. Rather, the level of the pharmacist's communication performance was the most important cue used by participants in their ratings of service encounter satisfaction, perceptions of overall service quality, and trust in the service provider.
机译：目的：确定当患者还考虑药剂师的表现时，药剂师的装扮是否对其评估有任何影响，并评估装扮和表现是否相互作用以影响患者的评估。设计：随机，横断面，三因素设计。设置：描绘了社区药房设置。参加人员：179名大学工作人员。干预措施：对药剂师与患者互动的视频进行编码，并将其放置在网站上，以供参与者查看。主要观察指标：基于两个层次的药剂师沟通表现（良好或适当），三个层次的着装风格（休闲，商务休闲，正式），服务遇到的满意度，对整体服务质量的看法，对服务提供商的信任以及行为意图，以及两层白大褂（是否穿着）。结果：在三个自变量中，仅通信性能被发现会显着影响因变量。较高的沟通表现会导致较高的满意度得分，对质量的较高感知，较高的信任度以及行为意愿得分，这反映出使用和推荐药剂师的意愿更大。结论：本研究中的着装风格或药剂师是否穿着白大褂并没有显着影响参与者对药剂师的评价。相反，药剂师的沟通表现水平是参与者评估服务遇到的满意度，对整体服务质量的看法以及对服务提供者的信任度时使用的最重要线索。

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