Situational Antecedents of Customer Conflict and Aggression Toward Healthcare Professionals in the Hospital Setting
Posted: 27 Jun 2011
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: 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
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