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Service Design of Ward Nurse Station Based on Kansei Engineering

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

The nurse station is the hub of various activities in the hospital ward space. The service design of nurse station plays an important role in patients’ hospitalization experience and nurses’ work experience. In this paper, Kano model is introduced into the Kansei Engineering method to study the service of ward nurse station. A questionnaire survey is conducted among nurses and patients in three hospitals. This study compared nurse and patient evaluations to reveal the relationship between ward nurse station service attributes and user perception, and to determine the priority of nurse station service attributes that need to be improved. This study can help hospital managers improve the service quality of ward nurse station. When hospital managers want to improve the experience of patients and nurses, they can improve the service quality by improving the service attributes that affect the experience.

S. Xie and H. Shang—Contributed equally to this work.

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Acknowledgments

Siwen Xie and Huifang Shang contributed equally to this work.

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Authors and Affiliations

  1. School of Design and Media, East China University of Science and Technology, Shanghai, 200237, China

    Siwen Xie & Huifang Shang

  2. Shanghai Xian Dai Architectural Design (Group) Co., Ltd., Shanghai, 200237, China

    Chuanshun Wang

Authors
  1. Siwen Xie
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  2. Huifang Shang
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  3. Chuanshun Wang
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Corresponding author

Correspondence to Huifang Shang .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-WĂĽrttemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Xie, S., Shang, H., Wang, C. (2021). Service Design of Ward Nurse Station Based on Kansei Engineering. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_41

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_41

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-80839-6

  • Online ISBN: 978-3-030-80840-2

  • eBook Packages: EngineeringEngineering (R0)

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