This study evaluates waiting experiences in a cancer treatment context. It examines the effects of multiple servicescape dimensions, including the design, spatial layout and functionality of the physical surroundings alongside ambient conditions such as lighting and temperature, on visitor satisfaction. The study adopted a case-study strategy in a cancer and haematology clinic at a UK hospital. Scoping discussions with clinical staff, observations of the clinical environment and ‘walk-throughs’ were used to develop a survey to capture visitors’ expectations, perceptions and satisfaction with waiting experiences. Ambient conditions were shown to have a greater impact on satisfaction than the design and layout. Perceptions of wayfinding and privacy features, alone and in combination, were shown to influence satisfaction and dissatisfaction. Improving experiences of privacy and wayfinding can significantly improve overall satisfaction. Better management of these dimensions can help compensate for deficiencies in other areas of the physical servicescape.

本研究评估了癌症治疗背景下的等待体验。它检查了多个服务景观维度对游客满意度的影响，包括物理环境的设计、空间布局和功能以及照明和温度等环境条件。该研究在英国一家医院的癌症和血液科诊所采用了案例研究策略。与临床工作人员的范围界定讨论、对临床环境的观察和“走查”被用来开展一项调查，以了解访客的期望、看法和对等待体验的满意度。与设计和布局相比，环境条件对满意度的影响更大。对寻路和隐私功能的感知，无论是单独还是组合，都会影响满意度和不满意度。改善隐私和寻路体验可以显着提高整体满意度。更好地管理这些维度可以帮助弥补物理服务领域其他领域的不足。