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Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation

Ivana First Komen
Marija Šepac
Maja Vujičić

Puni tekst: engleski, PDF (197 KB) str. 71-90 preuzimanja: 532* citiraj
APA 6th Edition
First Komen, I., Šepac, M. i Vujičić, M. (2015). Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation. Ekonomski vjesnik, 28 (S), 71-90. Preuzeto s https://hrcak.srce.hr/137440
MLA 8th Edition
First Komen, Ivana, et al. "Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation." Ekonomski vjesnik, vol. 28, br. S, 2015, str. 71-90. https://hrcak.srce.hr/137440. Citirano 19.08.2019.
Chicago 17th Edition
First Komen, Ivana, Marija Šepac i Maja Vujičić. "Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation." Ekonomski vjesnik 28, br. S (2015): 71-90. https://hrcak.srce.hr/137440
Harvard
First Komen, I., Šepac, M., i Vujičić, M. (2015). 'Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation', Ekonomski vjesnik, 28(S), str. 71-90. Preuzeto s: https://hrcak.srce.hr/137440 (Datum pristupa: 19.08.2019.)
Vancouver
First Komen I, Šepac M, Vujičić M. Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation. Ekonomski vjesnik [Internet]. 2015 [pristupljeno 19.08.2019.];28(S):71-90. Dostupno na: https://hrcak.srce.hr/137440
IEEE
I. First Komen, M. Šepac i M. Vujičić, "Music, emotions and first impression perceptions of a healthcare institutions’ quality: An experimental investigation", Ekonomski vjesnik, vol.28, br. S, str. 71-90, 2015. [Online]. Dostupno na: https://hrcak.srce.hr/137440. [Citirano: 19.08.2019.]

Sažetak

One of the direct ways of influencing emotions and service quality perceptions is by music stimulation. The purpose of this research is to examine the impact of music of different musical elements (i.e. sad vs. happy music) on respondents' emotions and their first impression perceptions of a healthcare institution's quality. The research was designed as an experimental simulation, i.e. data were collected in an online survey from respondents randomly assigned to evaluate a presentation consisting of multiple images of a healthcare institution in one of three experimental conditions (absence of, happy, and sad music stimulation). The results, in alliance with previous research, demonstrate a relationship between emotions and first impression quality perceptions and between music and emotions, but no relationship between music and first impression quality perception. The obtained significant results yet again emphasize the importance of inducing positive customer emotions as they lead to positive first impression service quality evaluations that subsequently provide appreciated returns. They also stress the importance of carefully choosing music when inducing emotions as music with different musical elements results in different emotional states. One of the limitations of this research is the non-real life situation experimental setting, which is to be overcome in future research.

Keywords: Music, healthcare institutions, servqual, fist impression, pleasure, arousal


Hrčak ID: 137440

URI
https://hrcak.srce.hr/137440

Posjeta: 639 *