The serviscape in the user experience: evaluation of perceptions in hospital concierge services

Detalhes bibliográficos
Autor(a) principal: Quadros, Deise Vacario de
Data de Publicação: 2022
Outros Autores: Leitte-Teixeira, Giulie Anna Baldissera, Silva, Sabrina Letícia Couto da, Tinoco, Maria Auxiliadora Cannarozzo
Tipo de documento: Artigo
Idioma: por
Título da fonte: Research, Society and Development
Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/25911
Resumo: It’s believed that the hospital concierge can bring increment and provide an improvement in the services provided. As part of the user experience during hospitalization in a hospital, the service and the environment offered play an important role, since they can impact the process of restoring the patient's health. Therefore, attention to the user's perception of the service provided, as well as the identification of improvements in the service offered based on these perceptions, is necessary. The present study aims to evaluate patients' perception of physical evidence and intangible elements of the service environment in their experience with the delivery of hospital concierge services, in order to point out improvements in the inpatient unit evaluated. For this, a framework was developed that integrates the service blueprint approach of experience with the approach of the servicescape in physical evidence, from which a questionnaire was structured applied to 100 patients and/or caregivers (service users) to assess the perception of patients. patients in a clinical surgical inpatient unit. The results indicate for which attributes evaluated (tangible and intangible) the users attributed the highest average score, indicating greater importance in the perception of the evaluation of the quality of the service provided and, on the other hand, for which attributes were attributed the lowest average scores, requiring in the latter some changes to improve the perception of service users.
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spelling The serviscape in the user experience: evaluation of perceptions in hospital concierge servicesEl serviscape en la experiencia del usuario: evaluación de percepciones en servicios de conserjería hospitalariaO serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalarHospital ConciergePatient ExperienceService BlueprintServicescape.Conserje de HospitalExperiencia del PacienteBlueprint del ServicioServicescape.Conciergeria HospitalarExperiência do PacienteService BlueprintServicescape.It’s believed that the hospital concierge can bring increment and provide an improvement in the services provided. As part of the user experience during hospitalization in a hospital, the service and the environment offered play an important role, since they can impact the process of restoring the patient's health. Therefore, attention to the user's perception of the service provided, as well as the identification of improvements in the service offered based on these perceptions, is necessary. The present study aims to evaluate patients' perception of physical evidence and intangible elements of the service environment in their experience with the delivery of hospital concierge services, in order to point out improvements in the inpatient unit evaluated. For this, a framework was developed that integrates the service blueprint approach of experience with the approach of the servicescape in physical evidence, from which a questionnaire was structured applied to 100 patients and/or caregivers (service users) to assess the perception of patients. patients in a clinical surgical inpatient unit. The results indicate for which attributes evaluated (tangible and intangible) the users attributed the highest average score, indicating greater importance in the perception of the evaluation of the quality of the service provided and, on the other hand, for which attributes were attributed the lowest average scores, requiring in the latter some changes to improve the perception of service users.Se cree que la conserjería del hospital puede aportar un incremento y una mejora en los servicios prestados. Como parte de la experiencia del usuario durante la hospitalización en un hospital, el servicio y el ambiente ofrecido juegan un papel importante, ya que pueden impactar en el proceso de restauración de la salud del paciente. Por tanto, es necesaria la atención a la percepción del usuario sobre el servicio prestado, así como la identificación de mejoras en el servicio ofrecido en base a estas percepciones. El presente estudio tiene como objetivo evaluar la percepción de los pacientes sobre las evidencias físicas y los elementos intangibles del entorno de servicio en su experiencia con la prestación de servicios de conserjería hospitalaria, con el fin de señalar mejoras en la unidad de hospitalización evaluada. Para ello, se desarrolló un framework que integra el enfoque service blueprint de experiencia con el enfoque servicescape en evidencia física, a partir del cual se estructuró un cuestionario aplicado a 100 pacientes y/o cuidadores (usuarios del servicio) para evaluar la percepción de los pacientes. pacientes en una unidad de hospitalización clínica quirúrgica. Los resultados indican a qué atributos evaluados (tangibles e intangibles) los usuarios atribuyeron la puntuación media más alta, indicando mayor importancia en la percepción de la evaluación de la calidad del servicio prestado y, por otro lado, a qué atributos se les atribuyó la menor puntuación. puntajes promedio, requiriendo en este último algunos cambios para mejorar la percepción de los usuarios del servicio.Acredita-se que a conciergeria hospitalar pode trazer incremento e proporcionar uma melhoria nos serviços prestados. Por fazer parte da experiência do usuário durante a internação em um hospital, o serviço e o ambiente oferecido desempenham importante papel, uma vez que podem impactar no processo de restabelecimento da saúde do paciente. Sendo assim, a atenção à percepção do usuário quanto ao serviço prestado, bem como a identificação de melhorias no serviço oferecido a partir dessas percepções se faz necessária. O presente trabalho objetiva avaliar a percepção dos pacientes sobre as evidências físicas e elementos intangíveis do ambiente de serviços (servicescape) na sua experiência com entrega dos serviços de conciergeria hospitalar, a fim de apontar melhorias na unidade de internação avaliada. Para isso, foi desenvolvido um framework que integra a abordagem do service blueprint da experiência à abordagem do servicescape nas evidências físicas, a partir do qual foi estruturado um questionário aplicado a 100 pacientes e/ou cuidadores (usuários do serviço) para avaliação de percepção dos pacientes, em uma unidade de internação clínico cirúrgica.  Os resultados indicam para quais atributos avaliados (tangíveis e intangíveis) os usuários atribuíram nota média mais elevada, indicando maior importância na percepção da avaliação da qualidade do serviço prestado e, em contrapartida, para quais atributos foram atribuídas as menores notas médias, exigindo-se nesses últimos alguma mudança para melhoria na percepção dos usuários do serviço.Research, Society and Development2022-02-06info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/2591110.33448/rsd-v11i2.25911Research, Society and Development; Vol. 11 No. 2; e57911225911Research, Society and Development; Vol. 11 Núm. 2; e57911225911Research, Society and Development; v. 11 n. 2; e579112259112525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/25911/22892Copyright (c) 2022 Deise Vacario de Quadros; Giulie Anna Baldissera Leitte-Teixeira; Sabrina Letícia Couto da Silva; Maria Auxiliadora Cannarozzo Tinocohttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessQuadros, Deise Vacario deLeitte-Teixeira, Giulie Anna BaldisseraSilva, Sabrina Letícia Couto daTinoco, Maria Auxiliadora Cannarozzo2022-02-07T01:42:50Zoai:ojs.pkp.sfu.ca:article/25911Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:44:04.769827Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false
dc.title.none.fl_str_mv The serviscape in the user experience: evaluation of perceptions in hospital concierge services
El serviscape en la experiencia del usuario: evaluación de percepciones en servicios de conserjería hospitalaria
O serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalar
title The serviscape in the user experience: evaluation of perceptions in hospital concierge services
spellingShingle The serviscape in the user experience: evaluation of perceptions in hospital concierge services
Quadros, Deise Vacario de
Hospital Concierge
Patient Experience
Service Blueprint
Servicescape.
Conserje de Hospital
Experiencia del Paciente
Blueprint del Servicio
Servicescape.
Conciergeria Hospitalar
Experiência do Paciente
Service Blueprint
Servicescape.
title_short The serviscape in the user experience: evaluation of perceptions in hospital concierge services
title_full The serviscape in the user experience: evaluation of perceptions in hospital concierge services
title_fullStr The serviscape in the user experience: evaluation of perceptions in hospital concierge services
title_full_unstemmed The serviscape in the user experience: evaluation of perceptions in hospital concierge services
title_sort The serviscape in the user experience: evaluation of perceptions in hospital concierge services
author Quadros, Deise Vacario de
author_facet Quadros, Deise Vacario de
Leitte-Teixeira, Giulie Anna Baldissera
Silva, Sabrina Letícia Couto da
Tinoco, Maria Auxiliadora Cannarozzo
author_role author
author2 Leitte-Teixeira, Giulie Anna Baldissera
Silva, Sabrina Letícia Couto da
Tinoco, Maria Auxiliadora Cannarozzo
author2_role author
author
author
dc.contributor.author.fl_str_mv Quadros, Deise Vacario de
Leitte-Teixeira, Giulie Anna Baldissera
Silva, Sabrina Letícia Couto da
Tinoco, Maria Auxiliadora Cannarozzo
dc.subject.por.fl_str_mv Hospital Concierge
Patient Experience
Service Blueprint
Servicescape.
Conserje de Hospital
Experiencia del Paciente
Blueprint del Servicio
Servicescape.
Conciergeria Hospitalar
Experiência do Paciente
Service Blueprint
Servicescape.
topic Hospital Concierge
Patient Experience
Service Blueprint
Servicescape.
Conserje de Hospital
Experiencia del Paciente
Blueprint del Servicio
Servicescape.
Conciergeria Hospitalar
Experiência do Paciente
Service Blueprint
Servicescape.
description It’s believed that the hospital concierge can bring increment and provide an improvement in the services provided. As part of the user experience during hospitalization in a hospital, the service and the environment offered play an important role, since they can impact the process of restoring the patient's health. Therefore, attention to the user's perception of the service provided, as well as the identification of improvements in the service offered based on these perceptions, is necessary. The present study aims to evaluate patients' perception of physical evidence and intangible elements of the service environment in their experience with the delivery of hospital concierge services, in order to point out improvements in the inpatient unit evaluated. For this, a framework was developed that integrates the service blueprint approach of experience with the approach of the servicescape in physical evidence, from which a questionnaire was structured applied to 100 patients and/or caregivers (service users) to assess the perception of patients. patients in a clinical surgical inpatient unit. The results indicate for which attributes evaluated (tangible and intangible) the users attributed the highest average score, indicating greater importance in the perception of the evaluation of the quality of the service provided and, on the other hand, for which attributes were attributed the lowest average scores, requiring in the latter some changes to improve the perception of service users.
publishDate 2022
dc.date.none.fl_str_mv 2022-02-06
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/25911
10.33448/rsd-v11i2.25911
url https://rsdjournal.org/index.php/rsd/article/view/25911
identifier_str_mv 10.33448/rsd-v11i2.25911
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/25911/22892
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Research, Society and Development
publisher.none.fl_str_mv Research, Society and Development
dc.source.none.fl_str_mv Research, Society and Development; Vol. 11 No. 2; e57911225911
Research, Society and Development; Vol. 11 Núm. 2; e57911225911
Research, Society and Development; v. 11 n. 2; e57911225911
2525-3409
reponame:Research, Society and Development
instname:Universidade Federal de Itajubá (UNIFEI)
instacron:UNIFEI
instname_str Universidade Federal de Itajubá (UNIFEI)
instacron_str UNIFEI
institution UNIFEI
reponame_str Research, Society and Development
collection Research, Society and Development
repository.name.fl_str_mv Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)
repository.mail.fl_str_mv rsd.articles@gmail.com
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