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Mapping Patient Experience and Journey from Service Providers and Caregivers perspective

Research output: Other conference contributionPaper, poster or abstractScientific


Original languageEnglish
Publication statusPublished - 3 Dec 2018
Publication typeNot Eligible
EventAustralian and New Zeland Marketing Academy (ANZMAC) 2018 Conference - The University of Adelaide, Adelaine, Australia
Duration: 3 Dec 20185 Dec 2018


ConferenceAustralian and New Zeland Marketing Academy (ANZMAC) 2018 Conference
Abbreviated titleANZMAC 2018


Healthcare has become one of the most relevant service contexts for academic study. With regard to the intersection of service and health, recent calls urge service researchers to examine in particular the concept of customer experience in healthcare, conceptualized also as patient experience (PX). – is pivotal as experience is connected to how patients engage to their own care, which contributes to the cost-effectiveness of healthcare and positive health outcomes for the individual. Therefore, this study develops comprehensive understanding on the nature of PX and journey as perceived by patients’ families as well as their service providers. This is done by applying the literature on multidimensional CX and customer journey and by conducting an extensive, qualitative interview study in the context of pediatric healthcare services. The paper contributes to CX research and practice by developing a conceptual model on PX and pragmatic advices for health care managers.


  • customer experience, customer journey, Health care

Field of science, Statistics Finland