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Mapping Patient Experience and Journey from Service Providers and Caregivers perspective

Tutkimustuotos: Konferenssiesitys, posteri tai abstrakti

Standard

Mapping Patient Experience and Journey from Service Providers and Caregivers perspective. / Litovuo, Lauri; Aarikka-Stenroos, Leena; Jaakkola, Elina.

2018. Julkaisun esittämispaikka: Australian and New Zeland Marketing Academy (ANZMAC) 2018 Conference, Adelaine, Austraalia.

Tutkimustuotos: Konferenssiesitys, posteri tai abstrakti

Harvard

Litovuo, L, Aarikka-Stenroos, L & Jaakkola, E 2018, 'Mapping Patient Experience and Journey from Service Providers and Caregivers perspective' Artikkeli esitetty, Adelaine, Austraalia, 3/12/18 - 5/12/18, .

APA

Litovuo, L., Aarikka-Stenroos, L., & Jaakkola, E. (2018). Mapping Patient Experience and Journey from Service Providers and Caregivers perspective. Julkaisun esittämispaikka: Australian and New Zeland Marketing Academy (ANZMAC) 2018 Conference, Adelaine, Austraalia.

Vancouver

Litovuo L, Aarikka-Stenroos L, Jaakkola E. Mapping Patient Experience and Journey from Service Providers and Caregivers perspective. 2018. Julkaisun esittämispaikka: Australian and New Zeland Marketing Academy (ANZMAC) 2018 Conference, Adelaine, Austraalia.

Author

Litovuo, Lauri ; Aarikka-Stenroos, Leena ; Jaakkola, Elina. / Mapping Patient Experience and Journey from Service Providers and Caregivers perspective. Julkaisun esittämispaikka: Australian and New Zeland Marketing Academy (ANZMAC) 2018 Conference, Adelaine, Austraalia.

Bibtex - Lataa

@conference{b3fcaf9da82345a48cb17ad14a7fe225,
title = "Mapping Patient Experience and Journey from Service Providers and Caregivers perspective",
abstract = "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.",
keywords = "customer experience, customer journey, Health care",
author = "Lauri Litovuo and Leena Aarikka-Stenroos and Elina Jaakkola",
year = "2018",
month = "12",
day = "3",
language = "English",
note = "Australian and New Zeland Marketing Academy (ANZMAC) 2018 Conference, ANZMAC 2018 ; Conference date: 03-12-2018 Through 05-12-2018",

}

RIS (suitable for import to EndNote) - Lataa

TY - CONF

T1 - Mapping Patient Experience and Journey from Service Providers and Caregivers perspective

AU - Litovuo, Lauri

AU - Aarikka-Stenroos, Leena

AU - Jaakkola, Elina

PY - 2018/12/3

Y1 - 2018/12/3

N2 - 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.

AB - 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.

KW - customer experience

KW - customer journey

KW - Health care

M3 - Paper, poster or abstract

ER -