Does Combining Health Care Hospitality Services Increase Efficiency?

Reynolds, Dennis; Leeman, Darin

doi:10.1177/1096348006297289

Cited by 8 publications

(8 citation statements)

References 10 publications

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“…It also adds to the conversation surrounding the service excellence wording by suggesting HCSE as a higher form of service excellence only achievable through service excellence and HCP. Previous studies have been limited to discipline-based industry-specific inquiry, or relate to hospitality type support services of businesses in other industries (Reynolds and Leeman, 2007) while other studies brought a hospitality perspective described through only a service excellence realm (Ford et al, 2006).…”

Section: Discussionmentioning

confidence: 99%

“…The study suggested adding staff called a non-clinical concierge to be in charge of the planning, executing, and recovery of service for that wing further creating a job description for this position (Fottler et al, 2006). A more traditional recent hospitality research study by Reynolds and Leeman (2007) described how hospitality-based support services (e.g. foodservice, housekeeping, maintenance, and concierge) operated more efficiently when managed together.…”

Section: Literature Reviewmentioning

confidence: 99%

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Hospitality in hospitals?

Severt

Aiello

Elswick

et al. 2008

International Journal of Contemporary Hospitality Management

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Purpose -The purpose of this paper is to explore an organization-wide philosophy of hospitality in a hospital setting. Design/methodology/approach -An exploratory case study method approach matched the research purpose. First, a hospitality centric philosophy (HCP) was defined from the literature review. Next, a triangulation of unstructured visits, structured visits and key informant interviews is used to further explore a HCP in one organization. After this, the hospitality centric programs (HCPr) supporting the HCP are defined, identified, described and classified. Findings -A fairly distinct HCP viewed as a method for enhancing service excellence was in place and supported by top management. The hospital aimed to offer hospitality to patients on par with the hospitality experience offered to hotel guests. A department of hospitality services, a service excellence council, a director of service excellence, and an external hospitality advisory board were in place and met regularly. Further, many formalized HCPr had been created for the execution of the HCP. Practical implications -The researchers believe that an effectively managed HCP can be modified by culture to enhance the service excellence of the patient/guest experience in hospitals and in the hospitality industry. For hospitals, further enhancements can be realized through developing and executing hospitality centric goals aligned with the performance metrics beyond traditional competition boundaries, such as a hospital seeking to deliver a service experience on par with a hotel. For more traditionally defined hospitality businesses, the extreme context of a hospital where the importance of hospitality is magnified due to treating and caring for sick guests offers a different frame of reference for learning. This new frame of reference can lead to more cutting edge ideas for refining and customizing the service design and delivery. For both hospitals and hospitality businesses, putting in place an HCP with the appropriate organizational support through HCPr allows for more precise information and thus improved service outcomes. Originality/value -An HCP is defined and acknowledged as a distinct organization-wide philosophy for enhancing service excellence that is applicable across industries. An HCP is demystified through investigating hospitality centric goals, identifying organizational support teams that solely consider HCP, and through further specifying examples of HCPr for activating the HCP. Finally, the study suggests hospitality centric service excellence (HCSE) as a higher distinction of service excellence outcome that is more likely to be achieved through a HCP.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Hospitality in hospitals?

Severt

Aiello

Elswick

et al. 2008

International Journal of Contemporary Hospitality Management

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show abstract

“…Th ough few studies have directly studied hospitality as a philosophy applicable organisation wide, a recent hospital case study supported the importance of the alignment of the service mission statement with strategy, systems, and staffi ng (Ford et al, 2006;in Severt & Aiello, 2008, p. 666). A more traditional recent hospitality research study by Reynolds & Leeman (2007) described how hospitality-based support services (e.g. foodservice, housekeeping, maintenance, and concierge) operated more effi ciently when managed together.…”

Section: Medical Tourism and Hospitalitymentioning

confidence: 99%

“…A more traditional recent hospitality research study by Reynolds and Leeman (2007;in Severt & Aiello, 2008, p.666) described how hospitality-based support services (e.g. food service, housekeeping, maintenance, and concierge) operated more effi ciently when managed together.…”

Section: Hospitality In Hospitalmentioning

confidence: 99%

Medical Tourism and Hospitality in Hospital

Kunwar¹

2019

The Gaze: J Tourism & Hosp.

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Medical tourism is a growing phenomenon with policy implications for health systems, particularly of destination countries. Both private sectors and the governments of such destinations are found playing important role for medical tourism promotion and development. This study tries to highlight a conceptual analysis of medical tourism, the targeting of medical tourism flows and major destinations, and the proposed medical tourism development strategies based on the experience of several countries regarding medical facilities. Medical tourism, where patients travel overseas for operations, has grown rapidly in the past decade, especially cosmetic surgery. The review of current literature reveals that no integrated theoretical framework for the holistic study of the medical tourism industry exists. This study examined whether the scholars who studied medical tourism and hospitality in hospitals found interrelationship between those two different sectors. Those who studied medical tourism or healthcare tourism didn’t touch on hospitality provided to hospital patients. Likewise, those who studied hospitality in hospitals also ignored the dimension of tourism. In this regard, this study shows the interrelationship between these two entities. i.e medical tourism and hospitality in hospitals which are very important for understanding the concept of medical tourism in better way. Additionally, this study also enters the sphere of cross cultural behavior and intercultural communication between the hosts and the guests.

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“…A range of 11% to 14% for input resource savings in these observed meal periods could be achieved. Reshaping the food ingredient size or outsourcing parts of the food preparation to the purveyor might be the solution to enhance the overall efficiency (Reynolds & Leeman, 2007).…”

Section: Conclusion and Future Researchmentioning

confidence: 99%

An Efficiency-Based Metafrontier Approach To Menu Analysis

Fang

Hsu

2012

Journal of Hospitality & Tourism Research

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The decision about which dishes should appear on the menu is crucial to attracting customers and maximizing restaurant profitability. There is a paucity of empirical research on quantifying the effects of particular menu items on the efficiency of a restaurant. The present research used an innovative metafrontier-to-data-envelopment analysis method to aid decision making when distinguishing between desirable, improved, and undesirable menu items by efficiency measurements to increase a restaurant's profitability. The metatechnology ratio obtained via the metafrontier approach compared the technology level in different meal periods. The results, based on real data gathered during 3 months from two same-brand units of a chain restaurant, show that the efficiency of the metafrontierto-data-envelopment analysis method increased the profitability of the restaurants by more than 15% compared with the traditional menu-engineering method. The metatechnology ratios also identified that the skill level differed between the meal periods, which was because of the presence of different operators. Managerial and strategic implications for menu planners and future research are described.

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Does Combining Health Care Hospitality Services Increase Efficiency?

Cited by 8 publications

References 10 publications

Hospitality in hospitals?

Hospitality in hospitals?

Medical Tourism and Hospitality in Hospital

An Efficiency-Based Metafrontier Approach To Menu Analysis

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