Ponsignon, Frederic; Smart, Andi; Williams, Mike; Hall, … - In: Journal of Service Management 26 (2015) 3, pp. 460-485
Purpose – The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare. Design/methodology/approach – The empirical work...