Inpatients´ Perceived Service Quality: A Dramaturgical View

As an important component of service encounter theory, drama theory is designed to describe the process of service encounter in a dramaturgical view. In this paper, in the basis of drama theory and research findings of patients´ perceived service quality, we propose several influencing factors of inpatients´ perceived service quality and carry out an empirical study. The results demonstrate that the physical environment of hospitals and the service performance of doctors and nursing staff have a significant positive impact on patients´ perceived service quality. Finally, we propose some advice for the advancement of patients´ perceived service quality.