Year 2019, Volume 6, Issue 2, Pages 62 - 72 2019-06-30

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

Ayse Bengi Ozcelik [1] , Sebnem Burnaz [2]

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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.

Patient experience, customer experience, healthcare marketing, hospital experience, experience marketing
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Primary Language en
Subjects Management
Journal Section Articles
Authors

Orcid: 0000-0001-8205-603X
Author: Ayse Bengi Ozcelik (Primary Author)

Orcid: 0000-0002-4845-4031
Author: Sebnem Burnaz

Dates

Publication Date: June 30, 2019

Bibtex @research article { jmml583805, journal = {Journal of Management Marketing and Logistics}, issn = {}, eissn = {2148-6670}, address = {PressAcademia}, year = {2019}, volume = {6}, pages = {62 - 72}, doi = {10.17261/Pressacademia.2019.1034}, title = {CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS}, key = {cite}, author = {Ozcelik, Ayse Bengi and Burnaz, Sebnem} }
APA Ozcelik, A , Burnaz, S . (2019). CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS. Journal of Management Marketing and Logistics, 6 (2), 62-72. DOI: 10.17261/Pressacademia.2019.1034
MLA Ozcelik, A , Burnaz, S . "CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS". Journal of Management Marketing and Logistics 6 (2019): 62-72 <http://dergipark.org.tr/jmml/issue/46488/583805>
Chicago Ozcelik, A , Burnaz, S . "CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS". Journal of Management Marketing and Logistics 6 (2019): 62-72
RIS TY - JOUR T1 - CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS AU - Ayse Bengi Ozcelik , Sebnem Burnaz Y1 - 2019 PY - 2019 N1 - doi: 10.17261/Pressacademia.2019.1034 DO - 10.17261/Pressacademia.2019.1034 T2 - Journal of Management Marketing and Logistics JF - Journal JO - JOR SP - 62 EP - 72 VL - 6 IS - 2 SN - -2148-6670 M3 - doi: 10.17261/Pressacademia.2019.1034 UR - https://doi.org/10.17261/Pressacademia.2019.1034 Y2 - 2019 ER -
EndNote %0 Journal of Management Marketing and Logistics CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS %A Ayse Bengi Ozcelik , Sebnem Burnaz %T CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS %D 2019 %J Journal of Management Marketing and Logistics %P -2148-6670 %V 6 %N 2 %R doi: 10.17261/Pressacademia.2019.1034 %U 10.17261/Pressacademia.2019.1034
ISNAD Ozcelik, Ayse Bengi , Burnaz, Sebnem . "CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS". Journal of Management Marketing and Logistics 6 / 2 (June 2019): 62-72. https://doi.org/10.17261/Pressacademia.2019.1034
AMA Ozcelik A , Burnaz S . CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS. JMML. 2019; 6(2): 62-72.
Vancouver Ozcelik A , Burnaz S . CUSTOMER EXPERIENCE QUALITY DIMENSIONS IN HEALTH CARE: PERSPECTIVES OF INDUSTRY EXPERTS. Journal of Management Marketing and Logistics. 2019; 6(2): 72-62.