Managing Waiting Time: Impact of Physical Environment and Interaction Quality
Authors
Neetu Kumari, Sandeep Patyal
Waiting Time, Physical Environment Quality, Interaction Quality, Private healthcare
Abstract
This Research Paper presents the key role of waiting time. This report will explore the issue associated with prolonged waiting time. Research on waiting is used to determine not only why these issues are problematic but what factors may lead them to rise. Finally research unapplied to uncover ways in which the issues can be dealt with physical environment and interaction quality. The Exploratory factor analysis and Structural Equational Modeling was used to analyse the patients of private Clinic. The study brings various waiting time filler to deal with perception management of waiting time. The study provides valuable Operational management techniques to the policymakers on the management of waiting time in Private health care sector. Both patients and staff can get benefit from reduced crowding, less complaint, positive word of mouth and satisfied patients. It also benefit the society by better health services.
References
- Bailey, Norman T.J. (1952), “A Study of Queues and Appointment Systems in Hospital Out – Patient Departments, With Special Reference to Waiting – Times”, Journal of the Royal Statistical Society, Vol. 14, No.2, 185–199.
- Crosby, Lawrence A., Kenneth R. Evans and Deborah Cowles (1990), “Relationship Quality in Service Selling: An Interpersonal Influence Perspective”, Journal of Marketing, 54(3), 68–81. https://doi.org/10.2307/1251817
- Dansky K.H. and J. Miles,(1997) “Patient Satisfaction with Ambulatory Healthcare Services: Waiting Time and Filling Time”, Vol. 42, No. 2, 165.
- Hair, J.F., R.E. Anderson, R.L. Tatham and W.C. Black, (2003), “Multivariate Data Analysis. Pearson Education” (Singapore) Private Limited. Delhi.
- Hui, Michael K., Laurette Dube and Jean-Charles Chebat, (1997), “The Impact of Consumers’ Reaction to Waiting for Services, Journal of Retailing, Vol. 73, 87–104. https://doi.org/10.1016/S0022-4359(97)90016-6
- Katz, Karen L., Blaire M. Larson and Richard C. Larson (1991, Winter), “Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage”, Sloan Management Review, 44–53.
- Lovelock, Christopher, Jochen Wirtz and Jayanta Chatterjee (2010), “Services Marketing – People, Technology and Strategy”. Printice Hall.
- Mackey TA and FL Cole (1997), “Patient Waiting Time in Nursing Managed Clinic”, The International Journal of Advance Nursing Practice, Vol.1, 1.
- Malhotra, Naresh K. (2003), “Marketing Research – An Applied Orientation”, Pearson Education (Singapore).
- McCarthy, L. Melissa, Ru Ding, Jesse M. Pines, Scott L. Zeger (2011), “Comparison of Methods for Measuring Crowding and its Effects on Length of Stay in the Emergency Department”, Academic Emergency Medicine, Vol. 18, No. 12, 1269–1277. https://doi.org/10.1111/j.1553-2712.2011.01232.x PMid:22168190
- McDonald HP, AX Garg and RB Haynes (2002), “Interventions to Enhance Patient Adherence to Medication Prescriptions”, Scientific Review, JAMA. Vol. 288, No.22, 2868–2879. https://doi.org/10.1001/jama.288.22.2868
- Pruyn, Ad, & Ale. Smidts (1998), “Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures”, International Journal of Research in Marketing, Vol.15, 321–334. https://doi.org/10.1016/S0167-8116(98)00008-1
- Fernandes C, M Daya, S Barry and N Palmer (1994), “Emergency Department Patients Who Leave Without Seeing a Physician: The Toronto Hospital experience”, Annual Emergency Medicine, Vol. 24, 1092–1096. https://doi.org/10.1016/S0196-0644(94)70238-1
- Taylor, Shirley. (1994, April), “Waiting for Service: The relationship between Delays and Evaluations of Service. Journal of Marketing, Vol. 58, 56–69. https://doi.org/10.2307/1252269
- Warren, NA (1993), “Perceived Needs of the Family Members in the Critical Care Waiting Room”, Critical Care Nursing Quarterly, Vol. 16, No. 3 56–63. https://doi.org/10.1097/00002727-199311000-00009
How to Cite
Neetu Kumari, Sandeep Patyal. Managing Waiting Time: Impact of Physical Environment and Interaction Quality. J. Multidiscip. Res. Healthcare. 2017, 03, 87-98Current Issue
| Periodicity | Biannually |
| Issue-1 | October |
| Issue-2 | April |
| ISSN Print | 2393-8536 |
| ISSN Online | 2393-8544 |
| RNI No. | CHAENG/2014/57978 |
Publisher's policy of the journal at Sherpa UK for the submitted, accepted, and published articles. Click OAPolicy
Plan-S ComplianceTo check compliance, one has to use the Journal Check Tool (JCT). This tool provided by cOAlition S (European funders) for the researchers (fundee) to check the compliance with the journal.
Recommend journal to your libraryYou can recommend the journal being a researcher or faculty member to your library. We will post a copy of the Journal to your library on your behalf at free of cost.
Click here: Recommend Journal
The authors are encouraged to submit the author’s copy (preprint) to appropriate preprint archives e.g. https://arxiv.org and/or on https://indiarxiv.org or institutional repositories (e.g., D Space) before paper acceptance by the editor of Journal. After publications of the paper author(s) should mention the citation information, title and abstract along with DOI number of the publication carefully on the required page of the depository(ies).
Contact:Phone: +91-172-2741000, +91-172-4691800
Email : editor.jmrh@chitkara.edu.in
This work is licensed under a Creative Commons Attribution 4.0 International License.
Articles in Journal of Multidisciplinary Research in Healthcare by Chitkara University Publications are Open Access articles that are published with licensed under a Creative Commons Attribution- CC-BY 4.0 International License. Based on a work at https://jmrh.chitkara.edu.in/. This license permits one to use, remix, tweak and reproduction in any medium, even commercially provided one give credit for the original creation.
View Legal Code of the above-mentioned license, https://creativecommons.org/licenses/by/4.0/legalcode
View Licence Deed here https://creativecommons.org/licenses/by/4.0/
Journal of Multidisciplinary Research in Healthcare by Chitkara University Publications is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at https://jmrh.chitkara.edu.in/
Members
Explore Your Potential
Chandigarh-Patiala National Highway, Punjab 140 401
Chandigarh Information Center SCO 160-161, Sector 9-C, Chandigarh 160 009
