Situational Antecedents of Customer Conflict and Aggression Toward Healthcare Professionals in the Hospital Setting

Posted: 27 Jun 2011

See all articles by Hadar Moriah

Hadar Moriah

Technion-Israel Institute of Technology

Dorit Efrat-Treister

Technion-Israel Institute of Technology

Anat Rafaeli

Technion-Israel Institute of Technology

Arik Cheshin

University of Amsterdam - Department of Psychology; Technion-Israel Institute of Technology

Shira Agasi

Technion-Israel Institute of Technology

Date Written: June 24, 2011

Abstract

This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members awaiting treatment in the emergency room. The predicting factors include perceived crowding, waiting time and the lack of an explanation of the service procedure. We further find that reported negative affect of the patient or escort mediates some of these effects.

Suggested Citation

Moriah, Hadar and Efrat-Treister, Dorit and Rafaeli, Anat and Cheshin, Arik and Agasi, Shira, Situational Antecedents of Customer Conflict and Aggression Toward Healthcare Professionals in the Hospital Setting (June 24, 2011). IACM 24TH Annual Conference Paper, Available at SSRN: https://ssrn.com/abstract=1872171 or http://dx.doi.org/10.2139/ssrn.1872171

Hadar Moriah (Contact Author)

Technion-Israel Institute of Technology ( email )

Technion City
Haifa 32000, Haifa 32000
Israel

Dorit Efrat-Treister

Technion-Israel Institute of Technology ( email )

Technion City
Haifa 32000, Haifa 32000
Israel

Anat Rafaeli

Technion-Israel Institute of Technology

Technion City
Haifa 32000, Haifa 32000
Israel

Arik Cheshin

University of Amsterdam - Department of Psychology ( email )

Roetersstraat 15
Amsterdam, 1018 WB
Netherlands

Technion-Israel Institute of Technology ( email )

Technion City
Haifa 32000, Haifa 32000
Israel

Shira Agasi

Technion-Israel Institute of Technology ( email )

Technion City
Haifa 32000, Haifa 32000
Israel

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