Customer Experience in Healthcare: Literature Review

Sümeyye ARSLAN KURTULUŞ; Emrah CENGİZ

doi:https://doi.org/10.26650/ibr.2022.51.867283

Makale detayları

Customer Experience in Healthcare: Literature Review

Yazarlar:

Sümeyye ARSLAN KURTULUŞ | Emrah CENGİZ

Yayıncı:

Istanbul University

Ana Başlıklar:

Yönetim

Dergi:

Istanbul Business Research 2022 Vol.51 Issue 1, pp.291-312

Belge Tipi:

Makale

Yayın Tarihi:

4/2022

Belge Dili:

İngilizce

Document ID (Org No.):

2000479906

Sıklık:

İki Yıllık

eISSN:

2630-5488

DOI:

https://doi.org/10.26650/ibr.2022.51.867283

Özet:

 

This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists of and how customer experience in healthcare relates to other variables. This paper uses a comprehensive literature research method to customer experience in the healthcare sector. This paper suggests that there is no clear definition of the concept of customer experience in healthcare and it consists of many different dimensions. It is determined that there are very limited studies on customer experience in healthcare. Also a commonly accepted scale measuring the customer experience in healthcare has not been found in the literature. Variables related to customer experience in healthcare in previous studies have been identified. The variables related to customer experience in healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer experience is an important part of providing customer satisfaction and customer loyalty.

Makale detayları

Customer Experience in Healthcare: Literature Review

Yazarlar: Sümeyye ARSLAN KURTULUŞ | Emrah CENGİZ

Yayıncı: Istanbul University

Ana Başlıklar: Yönetim

Dergi: Istanbul Business Research 2022 Vol.51 Issue 1, pp.291-312

Belge Tipi: Makale

Yayın Tarihi: 4/2022

Belge Dili: İngilizce

Document ID (Org No.): 2000479906

Sıklık: İki Yıllık

eISSN: 2630-5488

DOI: https://doi.org/10.26650/ibr.2022.51.867283

Sayı

Yazarlar:

Sümeyye ARSLAN KURTULUŞ | Emrah CENGİZ

Yayıncı:

Istanbul University

Ana Başlıklar:

Yönetim

Dergi:

Istanbul Business Research 2022 Vol.51 Issue 1, pp.291-312

Belge Tipi:

Makale

Yayın Tarihi:

4/2022

Belge Dili:

İngilizce

Document ID (Org No.):

2000479906

Sıklık:

İki Yıllık

eISSN:

2630-5488

DOI:

https://doi.org/10.26650/ibr.2022.51.867283