Luxury patient experience (LPX): review, conceptualization, and future research directions

Klaus, Philipp

doi:10.1080/02642069.2017.1377190

Cited by 32 publications

(28 citation statements)

References 55 publications

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“…), and satisfaction, which were not explored in the current hypothetical scenario. Third, while respondents in the study stayed in a hospital at least one night in the previous 6 months, we were unable to moderate the results across patients in different departments and/or for different types of treatments/procedures (e.g., Klaus, 2018). Fourth, future research must explore the role of demographics in patient-based models (e.g., El-Manstrly & Rosenbaum, 2018), given that these can often help explain the perspectives of underresearched consumers and minorities (Rosenbaum, 2018).…”

Section: Limitations and Future Researchmentioning

confidence: 99%

“…Although both physical design and service attributes contribute to overall health care quality and patient satisfaction, there is a dearth of empirical research that assesses their holistic impact on patient outcomes and behavioral intentions. Specifically, research on the application of hospitality elements to the health care industry is mainly conceptual (e.g., Klaus, 2018), descriptive (e.g., Wu et al, 2013), or case based (e.g., Severt et al, 2008). In a rare recent empirical application, Suess and Mody (2018b) examined the impact of a hospitable health care servicescape comprising both product (i.e., atmospherics, physical design, and wayfinding) and service (i.e., service delivery by health care staff) dimensions on patient satisfaction and behavioral intentions.…”

Section: Restorative Servicescapes In Health Care: Ebdmentioning

confidence: 99%

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Restorative Servicescapes in Health Care: Examining the Influence of Hotel-Like Attributes on Patient Well-Being

Mody

Suess

Doğru

2019

Cornell Hospitality Quarterly

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This study examines how 527 patients across different health states assessed the influence of hotel-like attributes on their well-being. Using theoretical mechanisms of attention restoration underlying restorative servicescapes, we postulated that hotel-like products and services will enhance patients’ perceived well-being, which, in turn, will favorably affect their behavioral intentions. We also tested an alternative model that included additional direct relationships between hotel-like products and services and behavioral intentions, based on the tenets of cue utilization theory. After conducting a series of nested model comparison procedures, we confirmed that the alternative model provided a theoretically and empirically stronger explanation for the dynamics of hotel-like restorative servicescapes. Although the differences between less healthy and more healthy patients were not statistically significant, the less healthy group demonstrated the same pattern of relationships as in the overall model, indicating that such patients may be more likely to derive greater restorative benefits from hotel-like hospital rooms, which may also make them more likely to pay higher out-of-pocket expenses for such rooms. The study furthers the empirical research agenda on evidence-based design (EBD) and the role of hospitality in health care.

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Section: Limitations and Future Researchmentioning

confidence: 99%

Section: Restorative Servicescapes In Health Care: Ebdmentioning

confidence: 99%

Restorative Servicescapes in Health Care: Examining the Influence of Hotel-Like Attributes on Patient Well-Being

Mody

Suess

Doğru

2019

Cornell Hospitality Quarterly

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“…A recent review of the literature (Ko et al, 2019) offers various definitions of luxury, yet luxury services remain conspicuously absent. Existing research relating to services focuses on contextual analyses of prominent sectors such as hotels (Giglio et al, 2020;Walls et al, 2011), dining (Wu and Liang, 2009) and healthcare (Klaus, 2018), and only a few studies have touched on conceptual differences of luxury goods and services, examined the features of services in a luxury context, or decoupled luxury attributes from a goods logic (for notable exceptions see Holmqvist et al, 2020a;Yang and Mattila, 2013). That is, extant knowledge on luxury relies heavily on a goods-centric view (Cristini et al, 2017).…”

Section: Introductionmentioning

confidence: 99%

Luxury services

Wirtz

Holmqvist

Fritze

2020

JOSM

109

124

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PurposeThe market for luxury is growing rapidly. While there is a significant body of literature on luxury goods, academic research has largely ignored luxury services. The purpose of this article is to open luxury services as a new field of investigation by developing the theoretical and conceptual underpinnings to build the luxury services literature and show how luxury services differ from both luxury goods and from ordinary (i.e. non-luxury) services.Design/methodology/approachThis paper uses a conceptual approach drawing upon and synthesizing the luxury goods and services marketing literature.FindingsThis article makes three contributions. First, it shows that services are largely missing from the luxury literature, just as the field of luxury is mostly missing from the service literature. Second, it contrasts the key characteristics of services and related consumer behaviors with luxury goods. The service characteristics examined are non-ownership, IHIP (i.e. intangibility, heterogeneity, inseparability, and perishability), the three additional Ps of services marketing (i.e. people, processes, and physical facilities) and the three-stage service consumption model. This article derives implications these characteristics have on luxury. For example, non-ownership increases the importance of psychological ownership, reduces the importance of conspicuous consumption and the risk of counterfeiting. Third, this article defines luxury services as extraordinary hedonic experiences that are exclusive whereby exclusivity can be monetary, social and hedonic in nature, and luxuriousness is jointly determined by objective service features and subjective customer perceptions. Together, these characteristics place a service on a continuum ranging from everyday luxury to elite luxury.Practical implicationsThis article provides suggestions on how firms can enhance psychological ownership of luxury services, manage conspicuous consumption, and use more effectively luxury services' additional types of exclusivity (i.e. social and hedonic exclusivity).Originality/valueThis is the first paper to define luxury services and their characteristics, to apply and link frameworks from the service literature to luxury, and to derive consumer insights from these for research and practice.

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“…In healthcare services, patients have some anxiety or stress because of the lack of knowledge or control about medical treatment (Klaus 2018;Berry et al, 2015). Since hospital experience is held under stress (Hultman et al, 2012;Tanja-Dijkstra, 2011), an environment which reduces the stress level should be provided (Andrade and Devlin, 2015).…”

Section: Discussionmentioning

confidence: 99%

Customer experience quality dimensions in health care: Perspectives of industry experts

Özçelik¹,

Burnaz²

2019

Pressacademia

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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.

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Luxury patient experience (LPX): review, conceptualization, and future research directions

Cited by 32 publications

References 55 publications

Restorative Servicescapes in Health Care: Examining the Influence of Hotel-Like Attributes on Patient Well-Being

Restorative Servicescapes in Health Care: Examining the Influence of Hotel-Like Attributes on Patient Well-Being

Luxury services

Customer experience quality dimensions in health care: Perspectives of industry experts

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