医疗管理应关注患者的消费情感

顾客满意感是其对消费结果的认知性反应和对消费过程的情感性体验。顾客满意感取决于其消费期望的实现程度，同时又是其在消费过程中的一种心理情感。作为服务密集型组织的医院，应关注患者情感变化的特点，重视影响患者情感的各种因素，特别是重视其中的非技术因素，提高患者对医疗服务的满意度，促进医院的可持续发展。

Attaching importance to patients' consumption emotions in medical management

Consumer's satisfaction is based on his cognitive response to consumption result and emotional experience in consumption process. It depends on the extent of realization of the consumer's expectations, and it is also an emotional experience from the consumer's interactive communications with the providers. As a service-intensive organization, the hospital should pay close attention to the characteristics of patients' emotional changes and the factors influencing patients' emotions, especially the nontechnical factors, which may help to improve the patients' satisfaction on medical services and promote the sustainable development of the hospital.