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The four Ps of patient experience : a new strategic framework informed by theory and practice

Kash, Bita A.; McKahan, Molly; Tomaszewski, Lesley; … - In: Health marketing quarterly 35 (2018) 4, pp. 313-325

Persistent link: https://www.econbiz.de/10011979399

Transforming community well-being through patients' lived experiences

Gallan, Andrew S.; McColl-Kennedy, Janet R.; … - In: Journal of business research : JBR 100 (2019), pp. 376-391

Persistent link: https://www.econbiz.de/10012023814

Managing the Mayo Clinic brand : a case study in staff-developed service performance standards

Kennedy, Denise M. - In: The journal of brand management : an international journal 26 (2019) 5, pp. 538-549

Persistent link: https://www.econbiz.de/10012060162

Healthcare experience quality : an empirical exploration using content analysis techniques

Ponsignon, Frederic; Smart, Andi; Williams, Mike; Hall, … - In: Journal of service management 26 (2015) 3, pp. 460-485

Persistent link: https://www.econbiz.de/10011389090

Healthcare performance excellence : a comparison of Baldrige Award recipients and competitors

Schulingkamp, Ronald C.; Latham, John R. - In: Quality management journal : QMJ 22 (2015) 3, pp. 6-22

Persistent link: https://www.econbiz.de/10011309906

Restorative servicescapes in health care : examining the influence of hotel-like attributes on patient well-being

Mody, Makarand Amrish; Suess, Courtney; Dogru, Tarik - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 19-39

Persistent link: https://www.econbiz.de/10012158108

Toward hospitable healthcare

Yesawich, Peter C.; Shoemaker, Stowe - In: International journal of hospitality management 112 (2023), pp. 1-15

Persistent link: https://www.econbiz.de/10014334483

Reprint of: The effect of hospitableness on positive emotions, experience, and well-being of hospital patients

Altinay, Levent; Alrawadieh, Zaid; Tulucu, Fadime; … - In: International journal of hospitality management 112 (2023), pp. 1-10

Persistent link: https://www.econbiz.de/10014334761

Linking patient experience to customer delight in the private laboratory service

Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences : open access journal 13 (2023) 3, pp. 1-26

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

Persistent link: https://www.econbiz.de/10014246211

Assessing patient satisfaction with emergency department care delivery using a patient experience framework

Ferrand, Yann B.; Fredendall, Lawrence D.; Siemens, … - In: Quality management journal : QMJ 29 (2022) 3, pp. 160-182

Persistent link: https://www.econbiz.de/10013410705