The role of hospitableness in hedonic service settings has been subject to considerable theoretical and empirical investigation; however, its role in utilitarian service settings (e.g., hospitals) has received notably scant attention. Drawing on the stimulus-organism-response (S-O-R) model, this study proposes and tests a conceptual model linking hospitableness, patient experience, positive emotions, overall satisfaction, subjective well-being, and recommendation intention. Drawing on quantitative data (n = 204) collected from inpatients in hospitals, the findings largely support the proposed theoretical model and confirm that hospitableness can positively influence patient experience and positive emotions, but not overall satisfaction. Interestingly, while hospitableness does not seem to directly influence overall satisfaction, this effect is indirectly achieved via patient experience. The findings also reveal that patients’ subjective well-being may be enhanced by positive emotions but not overall satisfaction. Both positive emotions and overall satisfaction have a positive effect on recommendation intention. The study makes several theoretical implications and proposes significant practical implications both for the hospitality and healthcare sectors.

热情好客在享乐服务环境中的作用受到了大量的理论和实证研究；然而，它在实用服务环境（例如医院）中的作用却很少受到关注。借鉴刺激-有机体-反应 (SOR) 模型，本研究提出并测试了一个概念模型，该模型将热情好客、患者体验、积极情绪、整体满意度、主观幸福感和推荐意愿联系起来。利用定量数据 ( n = 204) 从医院的住院病人那里收集，研究结果在很大程度上支持了所提出的理论模型，并证实好客可以对病人的体验和积极情绪产生积极影响，但不会影响整体满意度。有趣的是，虽然热情好客似乎并不直接影响总体满意度，但这种影响是通过患者体验间接实现的。研究结果还表明，积极情绪可能会增强患者的主观幸福感，但不会增强总体满意度。积极情绪和总体满意度对推荐意愿都有正向影响。该研究对酒店业和医疗保健行业产生了一些理论意义，并提出了重要的实践意义。