CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS

Ayse Bengi OZCELİK; Sebnem BURNAZ

doi:https://doi.org/10.17261/Pressacademia.2019.1034

Makale detayları

CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS

Yazarlar:

Ayse Bengi OZCELİK | Sebnem BURNAZ

Yayıncı:

PressAcademia

Ana Başlıklar:

Yönetim

Dergi:

Journal of Management Marketing and Logistics 2019 Vol.6 Issue 2, pp.62-72

Belge Tipi:

Makale

Yayın Tarihi:

6/2019

Belge Dili:

İngilizce

Document ID (Org No.):

2000742200

Sıklık:

Üç Aylık

eISSN:

2148-6670

DOI:

https://doi.org/10.17261/Pressacademia.2019.1034

Özet:

 


Purpose – In an era which patients are acting as consumers, this paper aims to emphasize the importance of patient experience and reveal the key concepts for patient experience according to industry experts’ perspectives. Seven key concepts are presented as the critical dimensions of patient experience.

Methodology - A qualitative study is designed and conducted following the phenomenological approach. 15 experts are interviewed about the patient experience and content analysis is conducted to the answers in texts. Results are grouped under certain concepts which address to key concepts of patient experience.

Findings- The results show that experts agree on certain critical dimensions for patient experience which are: provider type, function, patient type, preference, touchpoint diversity, psychology, interaction, and environment.

Conclusion-This study is about the expert approach of patient experience which intersects marketing and health care. The results contribute to the literature with its novel approach considering industry expert opinions, and also act as a guide for health care managers to improve patient experience.

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Makale detayları

CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS

Yazarlar: Ayse Bengi OZCELİK | Sebnem BURNAZ

Yayıncı: PressAcademia

Ana Başlıklar: Yönetim

Dergi: Journal of Management Marketing and Logistics 2019 Vol.6 Issue 2, pp.62-72

Belge Tipi: Makale

Yayın Tarihi: 6/2019

Belge Dili: İngilizce

Document ID (Org No.): 2000742200

Sıklık: Üç Aylık

eISSN: 2148-6670

DOI: https://doi.org/10.17261/Pressacademia.2019.1034

Sayı

Yazarlar:

Ayse Bengi OZCELİK | Sebnem BURNAZ

Yayıncı:

PressAcademia

Ana Başlıklar:

Yönetim

Dergi:

Journal of Management Marketing and Logistics 2019 Vol.6 Issue 2, pp.62-72

Belge Tipi:

Makale

Yayın Tarihi:

6/2019

Belge Dili:

İngilizce

Document ID (Org No.):

2000742200

Sıklık:

Üç Aylık

eISSN:

2148-6670

DOI:

https://doi.org/10.17261/Pressacademia.2019.1034