Customer Experience in Healthcare: Literature Review

Sumeyye Arslan Kurtulus, (İstanbul Medeniyet Üniversitesi, Sağlık Bilimleri Fakültesi, Bölüm Sağlık Yönetimi, İstanbul, Türkiye)
Emrah CENGİZ (İstanbul Üniversitesi, Siyasal Bilgiler Fakültesi, İşletme Bölümü, İstanbul, Türkiye)
Istanbul business research
1 0
Yıl: 2022 Cilt: 51 Sayı: 1 Sayfa Aralığı: 291 - 312 Metin Dili: İngilizce DOI: 10.26650/ibr.2022.51.867283 İndeks Tarihi: 08-09-2022

Customer Experience in Healthcare: Literature Review

Öz:
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.
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APA Arslan Kurtulus S, cengiz e (2022). Customer Experience in Healthcare: Literature Review. , 291 - 312. 10.26650/ibr.2022.51.867283
Chicago Arslan Kurtulus Sumeyye,cengiz emrah Customer Experience in Healthcare: Literature Review. (2022): 291 - 312. 10.26650/ibr.2022.51.867283
MLA Arslan Kurtulus Sumeyye,cengiz emrah Customer Experience in Healthcare: Literature Review. , 2022, ss.291 - 312. 10.26650/ibr.2022.51.867283
AMA Arslan Kurtulus S,cengiz e Customer Experience in Healthcare: Literature Review. . 2022; 291 - 312. 10.26650/ibr.2022.51.867283
Vancouver Arslan Kurtulus S,cengiz e Customer Experience in Healthcare: Literature Review. . 2022; 291 - 312. 10.26650/ibr.2022.51.867283
IEEE Arslan Kurtulus S,cengiz e "Customer Experience in Healthcare: Literature Review." , ss.291 - 312, 2022. 10.26650/ibr.2022.51.867283
ISNAD Arslan Kurtulus, Sumeyye - cengiz, emrah. "Customer Experience in Healthcare: Literature Review". (2022), 291-312. https://doi.org/10.26650/ibr.2022.51.867283
APA Arslan Kurtulus S, cengiz e (2022). Customer Experience in Healthcare: Literature Review. Istanbul business research, 51(1), 291 - 312. 10.26650/ibr.2022.51.867283
Chicago Arslan Kurtulus Sumeyye,cengiz emrah Customer Experience in Healthcare: Literature Review. Istanbul business research 51, no.1 (2022): 291 - 312. 10.26650/ibr.2022.51.867283
MLA Arslan Kurtulus Sumeyye,cengiz emrah Customer Experience in Healthcare: Literature Review. Istanbul business research, vol.51, no.1, 2022, ss.291 - 312. 10.26650/ibr.2022.51.867283
AMA Arslan Kurtulus S,cengiz e Customer Experience in Healthcare: Literature Review. Istanbul business research. 2022; 51(1): 291 - 312. 10.26650/ibr.2022.51.867283
Vancouver Arslan Kurtulus S,cengiz e Customer Experience in Healthcare: Literature Review. Istanbul business research. 2022; 51(1): 291 - 312. 10.26650/ibr.2022.51.867283
IEEE Arslan Kurtulus S,cengiz e "Customer Experience in Healthcare: Literature Review." Istanbul business research, 51, ss.291 - 312, 2022. 10.26650/ibr.2022.51.867283
ISNAD Arslan Kurtulus, Sumeyye - cengiz, emrah. "Customer Experience in Healthcare: Literature Review". Istanbul business research 51/1 (2022), 291-312. https://doi.org/10.26650/ibr.2022.51.867283
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