Customer Experience in Healthcare: Literature Review
This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists o...
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| Format: | Article |
| Language: | English |
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Istanbul University Press
2022-04-01
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| Series: | Istanbul Business Research |
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| Online Access: | https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/E8886973939249BD9A512A4CFFBA1388 |
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| _version_ | 1849722036055703552 |
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| author | Sümeyye Arslan Kurtuluş Emrah Cengiz |
| author_facet | Sümeyye Arslan Kurtuluş Emrah Cengiz |
| author_sort | Sümeyye Arslan Kurtuluş |
| collection | DOAJ |
| description | This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists of and how customer experience in healthcare relates to other variables. This paper uses a comprehensive literature research method to customer experience in the healthcare sector. This paper suggests that there is no clear definition of the concept of customer experience in healthcare and it consists of many different dimensions. It is determined that there are very limited studies on customer experience in healthcare. Also a commonly accepted scale measuring the customer experience in healthcare has not been found in the literature. Variables related to customer experience in healthcare in previous studies have been identified. The variables related to customer experience in healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer experience is an important part of providing customer satisfaction and customer loyalty. |
| format | Article |
| id | doaj-art-d0686f4e8fb44d6a80f3ea7573e1d31e |
| institution | DOAJ |
| issn | 2630-5488 |
| language | English |
| publishDate | 2022-04-01 |
| publisher | Istanbul University Press |
| record_format | Article |
| series | Istanbul Business Research |
| spelling | doaj-art-d0686f4e8fb44d6a80f3ea7573e1d31e2025-08-20T03:11:29ZengIstanbul University PressIstanbul Business Research2630-54882022-04-0151129131210.26650/ibr.2022.51.867283123456Customer Experience in Healthcare: Literature ReviewSümeyye Arslan Kurtuluş0https://orcid.org/0000-0003-4782-5061Emrah Cengiz1https://orcid.org/0000-0001-6524-7563İstanbul Medeniyet Üniversitesi, İstanbul, Türkiyeİstanbul Üniversitesi, İstanbul, TürkiyeThis paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists of and how customer experience in healthcare relates to other variables. This paper uses a comprehensive literature research method to customer experience in the healthcare sector. This paper suggests that there is no clear definition of the concept of customer experience in healthcare and it consists of many different dimensions. It is determined that there are very limited studies on customer experience in healthcare. Also a commonly accepted scale measuring the customer experience in healthcare has not been found in the literature. Variables related to customer experience in healthcare in previous studies have been identified. The variables related to customer experience in healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer experience is an important part of providing customer satisfaction and customer loyalty.https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/E8886973939249BD9A512A4CFFBA1388patient experiencehealthcarecustomer experiencesatisfactionloyalty |
| spellingShingle | Sümeyye Arslan Kurtuluş Emrah Cengiz Customer Experience in Healthcare: Literature Review Istanbul Business Research patient experience healthcare customer experience satisfaction loyalty |
| title | Customer Experience in Healthcare: Literature Review |
| title_full | Customer Experience in Healthcare: Literature Review |
| title_fullStr | Customer Experience in Healthcare: Literature Review |
| title_full_unstemmed | Customer Experience in Healthcare: Literature Review |
| title_short | Customer Experience in Healthcare: Literature Review |
| title_sort | customer experience in healthcare literature review |
| topic | patient experience healthcare customer experience satisfaction loyalty |
| url | https://cdn.istanbul.edu.tr/file/JTA6CLJ8T5/E8886973939249BD9A512A4CFFBA1388 |
| work_keys_str_mv | AT sumeyyearslankurtulus customerexperienceinhealthcareliteraturereview AT emrahcengiz customerexperienceinhealthcareliteraturereview |