| 摘要: |
| 服务等候在各个行业都是普遍存在的现象，医院作为服务的提供方为患者提供医疗服务，但并不是所有的患者都能及时得到服务，需要一定时间的等候，患者在排队等候服务的过程中，由于急于了解病情和外界环境的干扰，情绪上容易激动，进而引起冲突，影响医院的正常工作。因此，了解患者的服务等候感知，对医院的管理和营销有着十分重要的作用，同时也对医院的诚信建设发挥重要的作用。 |
| 关键词: 患者感知 信息博弈 医院 服务等候 诚信 |
| DOI： |
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| 基金项目: |
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| Research of Information Game and Patient Perception in Waiting for Service in the Hospital |
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| Abstract: |
Waiting for service in various industries is a common phenomenon. The hospital as a service supplier provides medical services，but not all patients receive timely service and have to wait for a while. During patients waiting in the queue service process，due to the urgency understanding of the disease and the interference by the external environment，they easily get emotional conflicts. As a result，the hospital’s normal work and reputation are affected. Therefore，understanding the perception of patients waiting for services plays an important role for the hospital’s management and marketing. |
| Key words: patient perception,information game,hospital,service waiting,good faith |
