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As long as they play, they are happy : The Effect of Gamification and Emotional Framing on the Overall Satisfaction of Waiting at a Dentist

Lohmann, C.A.M. (2018) As long as they play, they are happy : The Effect of Gamification and Emotional Framing on the Overall Satisfaction of Waiting at a Dentist.

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Abstract:Objective This study analyzed the effect of (in)congruent Gamification and emotional framing on the Overall Satisfaction of waiting at the dentist. Method The experiment started with a positive/ negative emotional frame followed by a questionnaire measuring the emotional state. The waiting situation was manipulated with either no Gamifciation or a (in)congruent Gamifciation. Thereafter a second questionnaire measured the Overall Satisfaction with the waiting situation. Results Gamification produced higher Overall Satisfaction for waiting at the dentist as well as lower Level of Stress and Frustration. The effect of Gamification on Overall Satisfaction was mediated by Time Appraisal. The type of Gamification produced no significant difference. Moreover, Emotional Framing had a main effect on Mood and Perceived Waiting Time but not the Overall Satisfaction. No interaction effect between Gamification and Emotional Framing on Overall Satisfaction was found. Conclusion This study showed that Gamification had a positive influence on Time Appraisal and the Overall Satisfaction. The type of game and the emotional setting may not influence Overall Satisfaction. Based on the findings, dentists may consider adding Gamification to their waiting process in order to improve the Overall Satisfaction of their patients.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/74474
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