The influence of environmental design (Blumberg & Devlin; 2006) and the patients‚Äô psychological and physiological needs in waiting areas are growing concerns among health care providers; environmental psychologists; consultants; and architects. Waiting areas as serviscapes (Bitner; 1992) are physical environments in which a part of the healthcare services are delivered; perceived and where the health personnel and patients interact. Waiting environments with their objects; design; layout and events occur in a healthcare facility are coded on patients‚Äô minds with affective qualities and service qualities. Thus; objects in those environments should be described in psychological rather than objective terms. In this study we present a framework model for Kansei Value Creation (KVC) in a serviscape by enabling customers and personnel to generate their own affective models by stating their feelings and identifying different needs for them.
Keywords: Service system; Kansei Value Creation; waiting room; Rough Sets Snalysis; design