Hunter-Jones, Philippa; Line, Nathaniel; Zhang, Jie J.; … - In: Journal of Service Management 31 (2020) 5, pp. 869-888
Purpose: This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an...