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Visioning a hospitality-oriented patient experience (HOPE) framework in health care
Journal of Service Management ( IF 10.6 ) Pub Date : 2020-04-10 , DOI: 10.1108/josm-11-2019-0334
Philippa Hunter-Jones , Nathaniel Line , Jie J. Zhang , Edward C. Malthouse , Lars Witell , Brooke Hollis

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 alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee–customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee–customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.

中文翻译:

构想卫生保健中以接待为导向的患者体验(HOPE)框架

目的本文考虑以下问题:如果医疗保健提供者(如酒店行业的同行)采用客户体验管理(CEM)原则以促进更全面和个性化的患者体验,将会发生什么情况?通过增加新兴的酒店-医疗保健文献库,本次研究重点是CEM,提出了对患者体验的另一种看法。引入了面向酒店的患者体验(HOPE)框架,旨在在医疗保健旅程的所有接触点上增强患者体验。设计/方法/方法这是一份概念文件,借鉴了三种不同的文献:款待文献;保健文献;和CEM文献。它利用这些文献来开发框架HOPE框架,设计用于提供另一种镜头来了解患者的体验。本文利用对三种独特患者体验的描述,一种与慢性疼痛有关,第二种与胃病有关,第三种与骨科疾病有关,以说明在医疗保健环境中采用接待管理的原则如何能够改善患者体验。结论主要的理论贡献是开发了HOPE框架,该框架将对CEM的研究与对医疗保健中的累积性客户实践的研究结合在一起。通过选择和连接两个独立研究流的关键要素,此愿景和范例为解决在医疗服务中实施以人为中心的护理中的关键挑战的方式提供了另一种视角。HOPE框架为医疗保健组织提供了可行的路线图,以使他们加深了解并实施改善患者体验的新方法。原创性/价值本文将款待和CEM原则应用于医疗保健领域。这样一来,它为主要侧重于广泛的员工与客户关系的款待业文献增加了价值。对于希望更全面地了解以人为中心的护理模式的医疗保健文献而言,这种护理模式通常由专业人员和家人/朋友组成的护理团队提供。对于款待业方面的CEM文献,该文献旨在促进良好的员工与客户之间的互动。连接这些单独的文献流可以引入原始的概念框架HOPE框架。
更新日期:2020-04-10
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