Research Article
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İHTİYACIN ŞİDDETİNE GÖRE SAĞLIK HİZMETLERİNDE BEKLEMEYE İLİŞKİN ALICILARIN DUYGUSAL TEPKİLERİ

Year 2019, Volume: 3 Issue: 3, 240 - 260, 30.12.2019

Eda Yılmaz Alarçin

Abstract

Bekleme, alıcılar tarafından istenilen bir
durum olmamakla beraber; ürün veya hizmet alımında zaman zaman maruz kalınan
bir durumu ifade etmektedir. Çoğunlukla da bu durum alıcılar tarafından olumsuz
değerlendirilmektedir. Bekleme süresi ile ilgili özellikle Amerika Birleşik
Devletleri’nde yapılmış olan çalışmalarda genellikle gerçek bekleme süresi ile
algılanan bekleme süresi farkı; algılanan bekleme süresi- tatmin ilişkisi ve
beklemeye ilişkin duygusal tepkiler konularının ele alındığı görülmektedir.
Farklı sektörlerde faaliyet gösteren işletmeler için alıcı tatmini sağlama ve
sadık alıcılar yaratma noktasında bekleme sürelerinin minimuma indirilmeye çalışılması
bu konunun önemini artırmaktadır. Eğer bekleme kaçınılmaz ise söz konusu
sürecin işletmeler tarafından iyi yönetilmesi de üzerinde durulması gereken bir
konu olmaktadır. Bu çalışmada sağlık hizmeti için ihtiyacın şiddetine bağlı
olarak muayene öncesi ve esnasında ortaya çıkan bekleme durumlarına ilişkin
alıcıların duygusal tepkilerinin farklılaşıp farklılaşmadığı ölçülmüştür.
Araştırmada 403 kişiden elde edilen anket formları analiz edilmiştir. Elde
edilen sonuçlara göre şiddetli ihtiyaç halinde muayene öncesi beklemeye ilişkin
alıcıların duygusal tepkileri daha olumsuz bulunmuştur. Düşük ihtiyaç halinde
de muayene esnasında bekleme katılımcılar tarafından daha olumsuz
nitelendirilmiştir. 

Keywords

Bekleme Süresi Duygusal Tepki Sağlık Hizmetleri İhtiyaç

References

  • Alarcon-Ruiz, C.A., Heredia, P. ve Taype-Rondan, A. (2019). “Association of Waiting and Consultation Time with Patient Satisfaction: Secondary Data Analysis of a National Survey In Peruvian Ambulatory Care Facilities”. BMC Health Services Research, 19 (439): 1- 9.
  • Antonides, G., Verhoef, P.C. ve Aalst, M.V. (2002). “Consumer Perception and Evaluation of Waiting Time: A Field Experiment”. Journal of Consumer Psychology, 12 (3): 193- 202.
  • Bielen, F. ve Demoulin, N. (2007). “Waiting Time Influence on the Satisfaction‐Loyalty Relationship in Services”. Managing Service Quality: An International Journal, 17 (2): 174-193.
  • Chebat, J.C., Chebat, C.G., Vaninski, A. ve Filiatrault, P. (1995). “The Impact of Mood on Time Perception, Memorization, and Acceptance of Waiting”. Genetic, Social and General Psychology Monographs, 121 (4): 413- 424.
  • Clemmer, E.C. ve Scheider, B. (1989). “Toward Understanding and Controlling Customer Dissatisfaction with Waiting”. Marketing Science Institute Reports, Cambridge: Mass: 89-115.
  • Davis, M. M. ve Heineke, J. (1998). “How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction”. International Journal of Service Industry Management, 9 (1): 64- 73.
  • Djelassi, S. Diallo, M.F. ve Zielke, S. (2018). “How Self-Service Technology Experience Evaluation Affects Waiting Time and Customer Satisfaction? A Moderated Mediation Model”. Decision Support Systems, 111: 38– 47.
  • Dube- Rioux, L., Schmitt, B.H. ve Leclerc, F. (1989). “Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality”. Advances in Consumer Research, 16: 59- 63.
  • Durrande-Moreau, A. ve Usunier, J.C. (1999). “Time Styles and the Waiting Experience: An Exploratory Study”. Journal of Service Research, 2 (2): 173- 186.
  • Feinberg, R.A. ve Smith, P. (1989). “Misperceptions of Time in the Sales Transaction”. Advances in Consumer Research, 16: 56- 58.
  • Folkes, V.S., Koletsky, S. ve Graham, J.L. (1987, March). “A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport”. Journal of Consumer Research, 13: 534- 539.
  • Gegez, E. (2010). Pazarlama Araştırmaları. İstanbul: Beta.
  • Godley, M. ve Jenkins, J.B. (2019). “Decreasing Wait Times and Increasing Patient Satisfaction: A Lean Six Sigma Approach”. Journal of Nursing Care Quality, 34 (1): 61- 65.
  • Hansagi, H., Carlsson, B. ve Brismar, B. (1992). “The Urgency of Care Need and Patient Satisfaction at a Hospital Emergency Department”. Health Care Management Review, 17 (2): 71- 75.
  • Hornik, J. (1984, June). “Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior”. Journal of Consumer Research, 11: 615- 618.
  • http://www.tuik.gov.tr, 21.06.2019.
  • Hui, M.K., Dube, L. ve Chebat, J.C. (1997). “The Impact of Music on Consumers’ Reactions to Waiting for Services”. Journal of Retailing, 73 (1): 87- 104.
  • Hui, M.K., Thakor, M.V. ve Gill, R. (1998, March). “The Effect of Delay Type and Service Stage on Consumers’ Reactions to Waiting”. Journal of Consumer Research, 24: 469- 479.
  • Hui, M.K. ve Tse, D.K. (1996). “What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation”. Journal of Marketing, 60 (2): 81- 90.
  • Inglehart, M., Lee, A., Koltuniak, K., Morton, T. ve Wheaton, J. (2016). “Do Waiting Times in Dental Offices Affect Patient Satisfaction and Evaluations of Patient-Provider Relationships? A Quasi Experimental Study”. Journal of Dental Hygiene, 90 (3): 203-211.
  • Katz, K.L., Larson, B.M. ve Larson, R.C. (1991). “Prescription for the Waiting in Line Blues: Entertain, Enlighten and Engage”. Sloan Management Review, 32 (2): 44- 53.
  • Lee, W. ve Lambert, C.U. (2005). “The Effect of Waiting Time and Affective Reactions on Customers' Evaluation of Service Quality in a Cafeteria”. Journal of Foodservice Business Research, 8 (2): 19-37.
  • Mack, J.L., File, K.M., Horwitz, J.E. ve Prince, R.A. (1995). “The Effect of Urgency on Patient Satisfaction and Future Emergency Department Choice”. Health Care Management Review, 20 (2): 7- 15.
  • Maister, D.H. (1985). “The Psychology of Waiting Lines”. J.A. Czepiel, M.R. Solomon ve C.F. Surprenant (Eds), The Service Encounter: Managing Employee/ Customer Interaction in Service Businesses (pp. 113- 123). Lexington, MA: Lexington Books.
  • McGuire, K.A., Kimes, S.E., Lynn, M., Pullman, M.E. ve Lloyd, R.C. (2010). “A Framework for Evaluating the Customer Wait Experience”. Journal of Service Management, 21 (3): 269-290.
  • Mustafa, N., Abu- Salim, T. ve Watson, A. (2018). “The Impact of Waiting Time on Hospital Service Perception and Satisfaction: The Moderating Role of Gender”. International Journal of Business and Management Science, 8 (1): 131- 150.
  • Pruyn, A. ve Smidts, A. (1998). “Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures”. International Journal of Research in Marketing, 15: 321–334.
  • Qian, Q., Guo, P. ve Lindsey, R. (2017). “Comparison of Subsidy Schemes for Reducing Waiting Times in Healthcare Systems”. Production and Operations Management, 26 (11): 2033- 2049.
  • Sanford, Z., Weltz, A.S., Zahiri, H.R. ve Park, A. (2019). “Demographic-related Variables Impact Subjective Experiences of Patient Wait Times and Perceived Attention Afforded in Surgical Outpatient Clinic Encounters”. The American Journal of Surgery, 1- 6.
  • Singhal, K., Singhal, J. ve Kumar, S. (2019). “The Value of the Customer’s Waiting Time for General Queues”. A Journal of the Decision Sciences Institute, 50 (3): 567- 581.
  • Tabachnick, B.G. ve Fidell, L.S. (2013). Using Multivariate Statistics. Boston: Pearson.
  • Taylor, S. (1994). “Waiting for Service: The Relationship Between Delays and Evaluations of Service”. Journal of Marketing, 58: 56-69.
  • Tom, G. ve Lucey, S. (1995). “Waiting Time Delays and Customer Satisfaction in Supermarkets”. Journal of Services Marketing, 9 (5): 20- 29.
  • Tom, G. ve Lucey, S. (1997). “A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction”. The Journal of Psychology, 131 (6): 655- 660.
  • Tong, C. ve Rajagopalan, S. (2014). “Pricing and Operational Performance in Discretionary Services”. Production and Operations Management, 23 (4): 689- 703.

Year 2019, Volume: 3 Issue: 3, 240 - 260, 30.12.2019

Eda Yılmaz Alarçin

Abstract

References

  • Alarcon-Ruiz, C.A., Heredia, P. ve Taype-Rondan, A. (2019). “Association of Waiting and Consultation Time with Patient Satisfaction: Secondary Data Analysis of a National Survey In Peruvian Ambulatory Care Facilities”. BMC Health Services Research, 19 (439): 1- 9.
  • Antonides, G., Verhoef, P.C. ve Aalst, M.V. (2002). “Consumer Perception and Evaluation of Waiting Time: A Field Experiment”. Journal of Consumer Psychology, 12 (3): 193- 202.
  • Bielen, F. ve Demoulin, N. (2007). “Waiting Time Influence on the Satisfaction‐Loyalty Relationship in Services”. Managing Service Quality: An International Journal, 17 (2): 174-193.
  • Chebat, J.C., Chebat, C.G., Vaninski, A. ve Filiatrault, P. (1995). “The Impact of Mood on Time Perception, Memorization, and Acceptance of Waiting”. Genetic, Social and General Psychology Monographs, 121 (4): 413- 424.
  • Clemmer, E.C. ve Scheider, B. (1989). “Toward Understanding and Controlling Customer Dissatisfaction with Waiting”. Marketing Science Institute Reports, Cambridge: Mass: 89-115.
  • Davis, M. M. ve Heineke, J. (1998). “How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction”. International Journal of Service Industry Management, 9 (1): 64- 73.
  • Djelassi, S. Diallo, M.F. ve Zielke, S. (2018). “How Self-Service Technology Experience Evaluation Affects Waiting Time and Customer Satisfaction? A Moderated Mediation Model”. Decision Support Systems, 111: 38– 47.
  • Dube- Rioux, L., Schmitt, B.H. ve Leclerc, F. (1989). “Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality”. Advances in Consumer Research, 16: 59- 63.
  • Durrande-Moreau, A. ve Usunier, J.C. (1999). “Time Styles and the Waiting Experience: An Exploratory Study”. Journal of Service Research, 2 (2): 173- 186.
  • Feinberg, R.A. ve Smith, P. (1989). “Misperceptions of Time in the Sales Transaction”. Advances in Consumer Research, 16: 56- 58.
  • Folkes, V.S., Koletsky, S. ve Graham, J.L. (1987, March). “A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport”. Journal of Consumer Research, 13: 534- 539.
  • Gegez, E. (2010). Pazarlama Araştırmaları. İstanbul: Beta.
  • Godley, M. ve Jenkins, J.B. (2019). “Decreasing Wait Times and Increasing Patient Satisfaction: A Lean Six Sigma Approach”. Journal of Nursing Care Quality, 34 (1): 61- 65.
  • Hansagi, H., Carlsson, B. ve Brismar, B. (1992). “The Urgency of Care Need and Patient Satisfaction at a Hospital Emergency Department”. Health Care Management Review, 17 (2): 71- 75.
  • Hornik, J. (1984, June). “Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior”. Journal of Consumer Research, 11: 615- 618.
  • http://www.tuik.gov.tr, 21.06.2019.
  • Hui, M.K., Dube, L. ve Chebat, J.C. (1997). “The Impact of Music on Consumers’ Reactions to Waiting for Services”. Journal of Retailing, 73 (1): 87- 104.
  • Hui, M.K., Thakor, M.V. ve Gill, R. (1998, March). “The Effect of Delay Type and Service Stage on Consumers’ Reactions to Waiting”. Journal of Consumer Research, 24: 469- 479.
  • Hui, M.K. ve Tse, D.K. (1996). “What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation”. Journal of Marketing, 60 (2): 81- 90.
  • Inglehart, M., Lee, A., Koltuniak, K., Morton, T. ve Wheaton, J. (2016). “Do Waiting Times in Dental Offices Affect Patient Satisfaction and Evaluations of Patient-Provider Relationships? A Quasi Experimental Study”. Journal of Dental Hygiene, 90 (3): 203-211.
  • Katz, K.L., Larson, B.M. ve Larson, R.C. (1991). “Prescription for the Waiting in Line Blues: Entertain, Enlighten and Engage”. Sloan Management Review, 32 (2): 44- 53.
  • Lee, W. ve Lambert, C.U. (2005). “The Effect of Waiting Time and Affective Reactions on Customers' Evaluation of Service Quality in a Cafeteria”. Journal of Foodservice Business Research, 8 (2): 19-37.
  • Mack, J.L., File, K.M., Horwitz, J.E. ve Prince, R.A. (1995). “The Effect of Urgency on Patient Satisfaction and Future Emergency Department Choice”. Health Care Management Review, 20 (2): 7- 15.
  • Maister, D.H. (1985). “The Psychology of Waiting Lines”. J.A. Czepiel, M.R. Solomon ve C.F. Surprenant (Eds), The Service Encounter: Managing Employee/ Customer Interaction in Service Businesses (pp. 113- 123). Lexington, MA: Lexington Books.
  • McGuire, K.A., Kimes, S.E., Lynn, M., Pullman, M.E. ve Lloyd, R.C. (2010). “A Framework for Evaluating the Customer Wait Experience”. Journal of Service Management, 21 (3): 269-290.
  • Mustafa, N., Abu- Salim, T. ve Watson, A. (2018). “The Impact of Waiting Time on Hospital Service Perception and Satisfaction: The Moderating Role of Gender”. International Journal of Business and Management Science, 8 (1): 131- 150.
  • Pruyn, A. ve Smidts, A. (1998). “Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures”. International Journal of Research in Marketing, 15: 321–334.
  • Qian, Q., Guo, P. ve Lindsey, R. (2017). “Comparison of Subsidy Schemes for Reducing Waiting Times in Healthcare Systems”. Production and Operations Management, 26 (11): 2033- 2049.
  • Sanford, Z., Weltz, A.S., Zahiri, H.R. ve Park, A. (2019). “Demographic-related Variables Impact Subjective Experiences of Patient Wait Times and Perceived Attention Afforded in Surgical Outpatient Clinic Encounters”. The American Journal of Surgery, 1- 6.
  • Singhal, K., Singhal, J. ve Kumar, S. (2019). “The Value of the Customer’s Waiting Time for General Queues”. A Journal of the Decision Sciences Institute, 50 (3): 567- 581.
  • Tabachnick, B.G. ve Fidell, L.S. (2013). Using Multivariate Statistics. Boston: Pearson.
  • Taylor, S. (1994). “Waiting for Service: The Relationship Between Delays and Evaluations of Service”. Journal of Marketing, 58: 56-69.
  • Tom, G. ve Lucey, S. (1995). “Waiting Time Delays and Customer Satisfaction in Supermarkets”. Journal of Services Marketing, 9 (5): 20- 29.
  • Tom, G. ve Lucey, S. (1997). “A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction”. The Journal of Psychology, 131 (6): 655- 660.
  • Tong, C. ve Rajagopalan, S. (2014). “Pricing and Operational Performance in Discretionary Services”. Production and Operations Management, 23 (4): 689- 703.
There are 35 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Article
Authors

Eda Yılmaz Alarçin 0000-0002-6100-1272

Publication Date December 30, 2019
Published in Issue Year 2019 Volume: 3 Issue: 3

Cite

APA Yılmaz Alarçin, E. (2019). İHTİYACIN ŞİDDETİNE GÖRE SAĞLIK HİZMETLERİNDE BEKLEMEYE İLİŞKİN ALICILARIN DUYGUSAL TEPKİLERİ. Kırklareli Üniversitesi Sosyal Bilimler Dergisi, 3(3), 240-260.