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Affective Design of Waiting Areas in Primary Healthcare
Linköping University, Department of Management and Engineering, Quality Technology and Management. Linköping University, The Institute of Technology.
Linköping University, Department of Management and Engineering, Industrial ergonomics. Linköping University, The Institute of Technology. Division of Industrial Ergonomics, STH, Royal Institute of Technology, Huddinge, Sweden.
School of Psychological Science, Hiroshima International University, Hiroshima, Japan.
2008 (English)In: The TQM Journal, ISSN 1754-2731, Vol. 20, no 4, 389-408 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – This paper seeks to deal with affective design of waiting areas (servicescapes) and has twofold aims. The first, is to explore affective values for waiting areas. The second, is to identify interactions between physical design attributes and affective values.

Design/methodology/approach – This study included a free association method for data collection, applying Kansei engineering methodology to extract design solutions relating to specific feelings. The study was undertaken at six primary health centres in Östergötland County, Sweden. In total, 88 participants (60 patients and 28 staff) were interviewed.

Findings – The selected waiting areas show significant differences for their perceived affective qualities. The most desired feeling for creating affective values is found to be “calm”. The core design attributes contributing to this feeling are privacy, colours, child play-areas and green plants. Good design of lighting, seating arrangements and a low sound level are also important design attributes to give a more complete design solution.

Research limitations/implications – The study provides useful insights for understanding affective needs in servicescapes, and it provides design suggestions. The results have not been analysed separately for gender or different age groups.

Practical implications – The paper proposes a framework model to be applied when dealing with affective values in servicescapes.

Originality/value – This paper makes an original contribution to understand affective values towards the physical environment in servicescape design. It offers a methodology to study complex environments with many alternative design solutions using limited resources. Moreover, this study uses a combination of a free association method and Rough Sets theory in affective design.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2008. Vol. 20, no 4, 389-408 p.
Keyword [en]
Kansei values, perceived quality, Rough Sets analysis, Correspondence analysis, health centres
National Category
Engineering and Technology
URN: urn:nbn:se:liu:diva-15922DOI: 10.1108/17542730810881366OAI: diva2:128367
Available from: 2008-12-16 Created: 2008-12-16 Last updated: 2014-03-13Bibliographically approved

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