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Authors:Ebru Alikalfa: Division of Quality and Human Systems Engineering, Linköping University, Linköping, Sweden
Jörgen Eklund: Division of Quality and Human Systems Engineering, Linköping University, Linköping, Sweden
Mattias Elg: Division of Quality and Human Systems Engineering, Linköping University, Linköping, Sweden
Publication title:Affective Engineering Design of Waiting Areas in Swedish Health Centers
Conference:10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden
Publication type: Full text not available
Issue:026
Article No.:046
Abstract:How can the psychological experience of waiting in a service system (e.g. health care) be described? Schweizer (2003) makes a description of how the person who waits sees objects – and in them himself; like a piece of sugar melting in a glass of water; like a patient etherized upon a table. It has been argued that managing the psychological experience of a customer’s waiting experience by reducing the perceived waiting time can be as effective as reducing the wait time itself (Katz; Larson; & Larson; 1991). As said by Levitt (in Maister (1985)); products are consumed and services are experienced. Health service providers must give attention not only to the objective; reality of waiting times; but also how that wait is experienced. Maister (1985) also made a proposition of “laws” concerning the psychology of waiting. The variables representing these laws are given as italic (1) Distraction: Unoccupied time feels longer than occupied time.(2) Moment: Pre-process waits feel longer than in-process waits.(3) Anxiety: Anxiety makes waits seem longer.(4) Uncertainty: Uncertain waits are longer than certain waits.(5) Explanation: Unexplained waits are longer than explained waits.(6) Fairness: Unfair waits are longer than fair waits.(7) Value: The more valuable the service; the longer the customer will wait.(8) Solo wait: Solo waits feel longer than group waits.

The influence of environmental design (Blumberg & Devlin; 2006) and the patients’ 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’ 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.

Language:English
Keywords:Service system; Kansei Value Creation; waiting room; Rough Sets Snalysis; design
Year:2007
No. of pages:9
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:
Available:2008-02-15
Publisher:Linköping University Electronic Press; Linköpings universitet

REFERENCE TO THIS PAGE
Ebru Alikalfa, Jörgen Eklund, Mattias Elg (2007). Affective Engineering Design of Waiting Areas in Swedish Health Centers, 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden http://www.ep.liu.se/ecp_article/index.en.aspx?issue=026;article=046 (accessed 11/23/2014)