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Evolution of hospitality research in hospital scholarship: A bibliometric analysis
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Empirical evidence regarding how telemedicine platform quality contributes to the satisfaction and retention of loyal patients is lacking. While most studies have focused on medical perspectives, this study investigated the impact of telemedicine platform quality on patient satisfaction and loyalty through a service lens. It assessed the factors impacting patient satisfaction and identified the essential services required by patients to use telemedicine. Using a quantitative survey, convenience and snowball sampling were employed to gather data from 149 participants who had used telemedicine services at least once from any healthcare provider in Saudi Arabia. A conceptual model was developed and tested using the advanced partial least squares-based structural equation model with SmartPLS software. The telemedicine platform quality significantly and positively influenced patient satisfaction, which positively impacted patient loyalty. This study suggests that decision-makers should invest in the digital modernization of the patient journey, with telemedicine as an emergent service that can be scaled up, especially in the post-COVID-19 era. Thus, telemedicine can be a game-changer in the competitive healthcare market. This research provides valuable insights for stakeholders to enhance their telemedicine platform quality and foster patient loyalty.
As an increasingly important paradigm in the services domain, transformative service research (TSR) emphasizes the need for improving the well-being of entities inside and outside the service organization. The present article offers that hospitality – as an ethic and experience – offers compelling avenues to move the TSR agenda to its next stage of evolution. Specifically, given its indelible connections to the fledging paradigm of human flourishing, hospitality provides tangible pathways for service organizations to effect transformative value creation as systemic human flourishing at the individual, collective, and ecosystem levels. The article examines this proposition in the context of research at the intersection of hospitality and healthcare. It then offers a novel conceptual framework – Hospitality-Oriented Systems of Transformation In Services (HOSTIS) – that uses hospitality as the starting point and the bridge between the two paradigms of TSR and human flourishing. The article concludes with opportunities for future research that addresses the key conceptual and empirical considerations of the framework. The HOSTIS framework recognizes the potential of service organizations to contribute to a flourishing society.
The role of hospitableness in hedonic service settings has been subject to considerable theoretical and empirical investigation; however, its role in utilitarian service settings (e.g., hospitals) has received notably scant attention. Drawing on the stimulus-organism-response (S-OR) model, this study proposes and tests a conceptual model linking hospitableness, patient experience, positive emotions, overall satisfaction, subjective well-being, and recommendation intention. Drawing on quantitative data (n = 204) collected from inpatients in hospitals, the findings largely support the proposed theoretical model and confirm that hospitableness can positively influence patient experience and positive emotions, but not overall satisfaction. Interestingly, while hospitableness does not seem to directly influence overall satisfaction, this effect is indirectly achieved via patient experience. The findings also reveal that patients' subjective well-being may be enhanced by positive emotions but not overall satisfaction. Both positive emotions and overall satisfaction have a positive effect on recommendation intention. The study makes several theoretical implications and proposes significant practical implications both for the hospitality and healthcare sectors.
The COVID-19 pandemic substantially influenced the world economy, affecting entrepreneurs and SMEs alike. This paper critically examines the relationship between entrepreneurship and COVID-19 through an integrative review analyzing 79 existing studies on the topic. We posit a novel framework for post-crisis recovery, identifying three phases of activity: business resumption (the decision to restart operations following a crisis), crisis impact analysis (understanding how the firm has changed as a result of the crisis), and future review and modification (examining how businesses need to move forward in the latter days following a crisis). Further, we call for additional entrepreneurship research embedded in a crisis environment, with the hope that new scholarship in this regard will provide a chance to increase awareness of the critical role of entrepreneurial management in society.
This study documents the intellectual structure and progress of hospitality leadership research over the past sixty years by presenting a perspective and conspectus. The authors use text mining analysis to explore topic highlights and how they have shifted over time. Leadership development has been the predominant feature followed by contemporary leadership behaviors. Of the eight leadership domains revealed by the co-citation and text mining analyses, four are associated with leadership styles, which in their turn impact on employees. LMX is the leading theme in hospitality leadership research, with growing attention to the darker side of leadership, particularly abusive supervision. The current study contributes to the hospitality literature by considering coverage of leadership issues since the 1960 s. Furthermore, it encompasses the evolution of hospitality leadership research from the development of theory to a focus on impacts, thereby providing crucial insights that may allow industry professionals to lead their organizations more effectively and efficiently.
This paper provides an overview and insight into the intellectual foundations and evolution of hospitality scholarship. The authors found that hospitality research has exhibited certain defining and evolving characteristics when an extended period – six decades – is considered. Quantitative methods have predominated with ongoing efforts to reach agreement about the most valid and applicable research methods. Four of the six identified research domains are marketing related, each with its defining characteristics. Some domains are heavily reliant on sources from work originally published in “mainstream” literature such as marketing, though the fast-developing field of online reviews draws sources overwhelmingly from the hospitality and tourism journals. The paper contributes to theory by synthesizing key theoretical concerns over six decades. It also evidences the shift of hospitality scholarship from its pragmatic and operational origins to a stronger theory base offering practitioners an important reference point when confronting unprecedented industry upheavals.
The importance of addressing multisensory aspects in the design of tourism experiences and places has become apparent in a recent strand of research. There has been a substantial growth of studies in the last decade across different countries and journals. This paper provides an up-to-date systematic overview of the evolution of research incorporating multisensory elements rather than individual sensory modalities. These studies can assist in the understanding and design of tourism experiences and inform future research. The lexical, temporal and co-citation networks of the 99 articles selected are described, as well as the methods they use. Findings indicate that opportunities for future research on tourism experience design around the senses are related to sustainability and technology.
This research illustrates the social supportive role that adaptive resuse of service organizations may play in promoting individual well-being. This work showcases how a health care clinic located in a developing country transforms into a setting which hosts community members’ socially supportive relationships during the clinic's off-hours. The empirical results reveal that participating in an array of social activities offered in the clinic grants clinic patrons, most of whom are financially vulnerable, access to social supportive resources. The results show that social support is positively related to patrons’ sense of belonging, well-being, and quality of life. The authors encourage public health and governmental agencies, especially in low-income areas where people often lack sufficient social support and in locales where governmental agencies confront monetary limitations, to consider the adaptive resuse of structures (i.e. clinics, education facilities, and office buildings) into spaces that encourages community members to gather and to socialize.
The study investigates the role of service quality in Ghana’s private hospitals and its effect on patients’ satisfaction and loyalty. A sample of 622 respondents was drawn using convenience sampling. Structural equation modeling using smart PLS was used to test the measures. The study found a significant positive relationship between service quality and patient satisfaction and also a significant positive relationship between patients’ satisfaction and loyalty and that patients’ satisfaction mediates the relationship between service quality and patients’ loyalty. The study provides a useful guide to policy formulation for private healthcare practitioners.
The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
This paper considers the growth in large retirement villages which appear to have many of the same
facilities as upscale resorts, and asks what attributes and traits the managers of these facilities require in
order to be successful in their roles. After a literature review of what is known about characteristics of
hotel managers, the literature available on retirement homes, and the private member clubs sector, the
paper discusses the findings of five in-depth interviews with ‘village managers’, the most common title
for those in charge of these facilities. Managers were found to be well-qualified, often in hospitality
management. Most did not have a medical background and all stressed the customer-focused aspects of
their role, and in particular the importance of building long-term relationships with well-educated and
eloquent residents. Managers felt their hospitality background helped them but that their village
manager roles enabled them to build communities rather than constantly crisis managing as in hotels.
Several emphasised that to do well in the retirement village sector required life experience and that
while they acknowledged the need to develop future village managers, recent hospitality graduates may
struggle to gain respect from the residents. Recommendations for further large-scale quantitative studies
and comparisons with other regions are made. Studies into the experience of residents is also
recommended.
Purpose
The study aims to examine how features that foster a sense of control, create positive distractions and provide access to social support influence patients’ well-being and, subsequently, their likelihood to choose hotel-like hospital rooms and their willingness to pay higher out-of-pocket expenses for such rooms. While there is increasing evidence to suggest the importance of the provision of hospitality in healthcare settings, research on these developments remains under-represented, particularly in the hospitality literature. In response, the present study builds on Ulrich’s (1991) theory of supportive design to examine patient responses to hotel-like features in a hospital room.
Design/methodology/approach
Using data from a survey of 406 patients, the authors used structural equation modeling to test the model.
Findings
Consistent with supportive design principles, the infusion of hotel-like features that foster a sense of control for patients, create positive distractions and provide access to social support was found to positively impact patients’ physical and mental well-being, which, in turn, increased their likelihood to choose a hospital room with hotel-like features and their willingness to pay for such rooms.
Practical Implications
Findings attest to the need for healthcare providers to make the necessary investment in hotel-like features and to leverage the communicative power of these environmental cues. Social support in the form of hospitality-trained and certified healthcare staff was found to be the most important hotel-like feature, which also presents significant commercial opportunities for hospitality companies and professionals.
Originality Value
The study represents one of the first attempts to empirically develop a structured model to examine the infusion of hospitality into healthcare. It provides researchers with a theoretically supported framework for future inquiry into the domain. It also makes a significant contribution to advancing the research on patient well-being in healthcare settings and demonstrates the importance of hospitality to such endeavors.
Purpose
This study endeavors to investigate patients’ view towards perceived service quality of public and private healthcare service providers. Determinants of healthcare service quality were compared by carrying out a GAP analysis to equate perceived and expected services and examined differences in the service quality.
Design/methodology/approach
The study sample comprises of 310 inpatients of public and private healthcare service providers. Self-administered questionnaire were used along 5-point Likert scale and analyzed through Statistical Package for Social Sciences (SPSS). GAP analysis was used to observe difference between Expectations and Perceived Service Quality.
Findings
A cross sectional study revealed significant quality gaps between the expected and perceived services of public and private healthcare service providers conversely patients expectations are not fully met in both types of hospitals. Private hospitals surpassed in terms of overall perceived service quality from their counterparts. Perceived services were found better in terms of physician medical services in public sector hospitals while rooms and housekeeping services were found better in terms of private sector hospitals.
Practical implications
The result can be used by both public and private healthcare service providers to restructure their quality management practices which could only be possible through effective management commitment, regular patients’ feedback and translucent complaint procedures.
Originality/value
The study conceptualize the expected and perceived hospital service quality dimensions as an eight dimensional framework. Comparison between public and private sector hospitals is carried out to get better understanding about the differences in the perceived healthcare services among two sectors. Consequences of the study will aid hospital managers and policy makers to get a fuller picture of healthcare services in order to contrive enhancement practices.
In an increasingly competitive market, healthcare providers are incorporating best practices from the hospitality industry to improve the patient experience. The present study offers a model of hospitality healthscapes to provide a patient-based perspective of the infusion of hospitality into healthcare. A study of 406 respondents examined the hotel-like attributes that patients prefer in hospital rooms and the effect of their provision on patients’ well-being and willingness to pay higher out-of-pocket expenses. Using conjoint analysis and 3D visual representations of hospital rooms, the study found that high-end material finishes and hospitality-certified healthcare staff were the two greatest influences on patient choice. The study also found some differences between the preferences of “less healthy” and “more healthy” patients, with the less healthy patients willing to pay, on average, 13% higher out-of-pocket expenses for hotel-like hospital rooms than the more healthy patients. This study represents the first attempt in the evidence-based design literature to holistically and empirically examine the infusion of hospitality into healthcare by emphasizing the “patient as customer.” The findings have important marketing implications for healthcare providers who wish to enhance the patient experience.
Evidence suggests that hospital patients receive the medical treatment they need but are sometimes left feeling depersonalized and alienated with their overall treatment. This New Zealand study explored the lived experience of hospitality among adults during their recent hospital stay. A hermeneutic phenomenological methodology was used to design and conduct the study. Seven participants, aged 22 to 65 years, who had spent at least three days in a hospital for elective surgery were purposively recruited. Data were gathered using semi-structured, conversational-style individual interviews. Participant-validated, coherent stories were drawn from the transcripts and analysed. The findings revealed that hospitality showed itself in different ways to the participants. When present, they experienced feelings of comfort, of being at ease and of being healed. The implications for health care practitioners are that offering often small, yet heartfelt acts of hospitality may evoke powerful lived experiences that benefit the patient, suggesting that caring about the patient is an important element of the healing process.
Hospitals are increasingly experimenting with workplace innovations designed to improve the quality of patient care, alleviate financial pressures, and retain staff. The authors examine one such innovation, patient-centered care (PCC), and its effects on clinical and employee outcomes in hospitals in the United Kingdom. Employing PCC entails a shift from an institutional and physician focus to one that emphasizes patients' needs and preferences. Drawing on a combined dataset covering the period 2001–2005 that includes 173 hospitals belonging to the British National Health Service as well as employee and patient survey data, the authors examine how hospital use of PCC affects patient care, perceptions of care, and employee outcomes. They find that greater use of PCC has positive consequences for hospital error rates and perceptions of care. They also find that PCC is associated with lower turnover intentions, which are positively related to the quality of care. The effectiveness of PCC is enhanced when complemented by the use of high involvement work practices.
This study examines the extent to which quality improvement initiatives (continuous quality improvement and Six Sigma) depend on knowledge management for realizing positive patient safety learning outcomes. Drawing on the knowledge manage ment and quality management literature, this paper develops a path model for improving patient safety learning. Survey data were collected from a sample of 273 U.S. hospitals. Results indicate that a three-stage knowledge management process mediates the relationship between quality improvement initiatives and patient safety learning. While continuous quality improvement was found to also have a direct positive association with patient safety learning, Six Sigma did not demonstrate a statistically significant direct relationship to patient safety. The authors' results provide new insight into the relationship of knowledge management capabilities and quality initiatives in healthcare. Hospitals are looking for evidence to help justify expenditures on various programs and also seek to identify ways to improve patient safety. The pragmatic contribution of this study for healthcare administrators lies in the application of these findings in planning quality management systems and knowledge management processes. The results contribute to the operations management literature by addressing how quality management initiatives in hospital organizations link to patient safety learning outcomes directly as well as via knowledge management capabilities. The interrelationships have not been adequately explored and limited research discusses the effectiveness of a threestage knowledge management process in healthcare.
Purpose
– This paper aims to develop a model that encompasses the constructs and sub-constructs consumers use in evaluating healthcare service quality (HSQ) in Egypt.
Design/methodology/approach
– Factor analysis was performed on 40 variables to identify the constructs. Ordinal logistic regression was also used to identify the sub-constructs and examine the effect of each sub-construct on patients’ overall perception of service quality.
Findings
– Factor analysis confirmed an eight-construct framework: hospital premises and employees; doctor medical service; nursing medical service; diagnostic medical service; admission; discharge; rooms and housekeeping; and meals. Ordinal logistic regression established 17 sub-constructs – physician reliability; physician assurance; physician interaction; physician’s competence; nursing tangibles; nursing reliability; nursing assurance; nursing interaction; nursing responsiveness; diagnostic service competence; diagnostic service reliability; hospital premises and employees tangibles; admission responsiveness; admission knowledge and courtesy; meals tangibles; rooms tangibles and housekeeping courtesy; and discharge knowledge and courtesy – that have significant effect on HSQ. Some sub-constructs had a significantly greater impact on overall perception of service quality than others.
Practical implications
– Healthcare providers will be able to pinpoint areas of service quality shortfall and better satisfy their patients. This will ultimately lead to repeat patronage and positive recommendation behavior.
Originality/value
– The model is the first comprehensive model in the Middle East that takes into account all constructs and sub-constructs patients use for evaluation of HSQ.
There is a rapidly growing awareness amongst the public of facilities where the design incorporates green construction principles. This paper aims to study the quality function deployment (QFD) concept and technique when implemented in the construction industry with a particular focus on supporting green hospital design by identifying the end-user factors (concerns) that affect the design. This research develops QFD tools for green hospital designs known as the house of quality green design (HOQGD). Data were collected using a questionnaire survey distributed to public and private hospital end-users in Klang Valley, Malaysia. Findings revealed that end-users perceived " safety mechanisms during emergency " as being of the utmost importance and also the feature they were most satisfied with. The other demanded qualities were at an average degree of satisfaction; however, the end-users considered that green hospital design must make efforts to maximize the use of natural light and ventilation while considering the building orientation; materials should be free from toxicity and be environmentally friendly; the landscape should be strategically designed and the facilities should increase the sense of a healing environment, and water efficient equipment should be installed. Accordingly, these were prioritized and incorporated in the developed HOQGD to inform green hospital design for both public and private facilities. Highlights: 1. We survey end-users of hospitals regarding perceptions of green design elements 2. Quality Function Deployment (QFD) is used to develop technical specifications 3. A House of Quality Green Design prioritizes specifications for future projects 4. Analysis shows less satisfaction with sustainability factors than safety features 5. Authorities should ensure implementation of sustainable specifications
The purpose – Service quality and customer satisfaction have been extensively researched in the profit sector, but are also important in the non-profit sector. Specialty hospitals and health spas operate in the non-profit sector in Croatia, but some of them try to provide a part of their services to the health tourism market. Hospitals that work in the non-profit sector and especially those that see their future in the health tourism market need to pay attention to service quality and customer satisfaction. Although specialty hospitals are a vital segment of the Croatian health system, there has not been enough research regarding service quality and customer satisfaction measurement in that sector. Therefore, the purpose of this study is to assess the impact of service quality on customer satisfaction in the healthcare sector.
Design/methodology – Empirical research is used to determine patients’ perceptions and expectations of service quality in one specialty hospital for medical rehabilitation. SERVQUAL instrument was used to measure the service quality. The SERVQUAL questionnaire included an expectations and perceptions section, each consisting of 34 statements. In addition, the questionnaire contained an extra section relating to demographics and an overall question on the impression of quality of the service provided. One hundred and four (104) satisfactorily completed questionnaires were collected.
Findings – The analysis revealed that patients perceived a rather satisfactory level of health care quality across all SERVQUAL dimensions. Patients who perceived a higher level of service quality show greater satisfaction with the services, as well as a higher level of loyalty to the hospital which provides medical services. Research results indicate the multidimensionality of
the concept and the existence of a gap between patients' expectations and the perceptions of service quality. Finally, despite the criticism of the SERVQUAL instrument, this study confirms the usefulness of the SERVQUAL model in terms of its reliability and validity for measuring quality in the health care sector.
Originality of the research – This paper sheds light on a poorly researched field in the Croatian context. The specific environment in which the research was done demanded the implementation of a modified SERVQUAL model which was broadened with the items referring to sports, recreation and amusement activities. Theoretical contribution of this paper is reflected in testing the dimensionality and reliability of the modified SERVQUAL instrument for measuring service quality in a specialty hospital. It was found that the modified model has four dimensions. The ‘Output quality’ dimension, which refers to the services outside the sphere of medical services, has the greatest impact on the patients’ satisfaction. The practical contribution of the paper is manifested as an encouragement for managers in specialty hospitals to devote greater attention to service quality and customer satisfaction measurement, especially when their goal is to enter the health tourism market. It provides directions for hospital managers to develop strategies which will meet patients’ expectations of service quality and increase their competitiveness in the health tourism market.
This research investigates the effect of process management on clinical and experiential quality. Clinical quality measures hospitals' performance on patient safety, i.e., adherence to standards, whereas experiential quality relates to patient centeredness, i.e., responsiveness to the needs and preferences of the patient. Drawing from the organizational learning literature, we argue for a trade-off between clinical and experiential quality as hospitals emphasize process management. We also study how external and internal forces, i.e., state legislation and hospital leadership, influence this relationship. A combination of primary data and secondary data collected at various time intervals is employed to test our hypotheses. Four important implications emerge from this work. First, we find that hospitals' emphasis on process management is associated with an increase in clinical quality but a decrease in experiential quality. Second, we find that state legislation initially reinforces this trade-off but, overtime, facilitates a positive impact of process management on both quality outcomes. Third, a post hoc analysis suggests that a specific type of hospital leadership, namely, patient-centered leadership, helps mitigate the negative association between process management and experiential quality. Finally, our research provides preliminary evidence regarding the relationship between clinical quality and patient satisfaction contingent on experiential quality. Implications for theory and practice are discussed.
In managing a chronic illness, customers have the opportunity to play an active role in their healthcare—by cocreating value. For example, customers can adhere to medical advice, seek out information about their condition(s), manage their diet, and interact with family and friends. Moreover, across an extended treatment period, customers may dynamically adjust their level of value cocreation. In this study, we examine 307 healthcare customers receiving treatment for cancer, with 12 value cocreation activities tracked longitudinally over 4 survey waves. Using a hidden Markov model, we reveal three latent states of customer value cocreation: low, moderate, and high. We then determine which of the 12 value cocreation activities are most strongly associated with transitions among cocreation states. Finally, we show that transitioning to a cocreation state with a higher level of cocreation activity positively correlates with customer and marketing outcomes, including customer quality of life and satisfaction. Our findings show that an increase in six cocreation activities—actively sharing information, compliance with medical requirements, interacting with staff, maintaining a healthy diet, interacting with others who receive treatment, and maintaining a good physical appearance—yields positive gains for both customer and marketing outcomes. In contrast, an increase in emotion regulation negatively affects customer outcomes.
Due to the COVID-19 epidemic, visitors' worries about health and safety in tourist destinations have become paramount. Consequently, this research aims to evaluate the impact of health and safety considerations on visitors' satisfaction. It also examines the influence of health consciousness and satisfaction on visitors' willingness toward robot-delivered tourism and hospitality services usage and the impact of destination healthcare system and satisfaction on loyalty intentions. Applying a quantitative-based methodology, 650 responses were collected from domestic tourists visiting Egyptian tourism destinations using multiple non-probability sampling techniques. Using PLS-SEM, the results articulated that emotional well-being, perceived safety, and perceived green image positively impacted visitors' satisfaction, which in turn, positively affected their willingness toward service robot's usage and loyalty. Tourists' health consciousness also positively affected their satisfaction and intentions to use robot-delivered services. Additionally, destination healthcare system significantly influenced visitors' satisfaction and loyalty intentions. Theoretical and managerial contributions as well as future research are outlined.
This study provides a bibliometric review of emotion-focused research in the service discipline by examining the main research themes and concepts, conceptual foundations, and the most recent research fields. Six-hundred forty-seven documents on emotions were extracted and examined by performing co-citation and bibliographic coupling analyses as well as qualitative content analysis. Co-citation analysis results show that ‘emotions’ is a defined research area with six fundamental themes; namely, positive customer emotions, emotional reactions to service failure and recovery, measurement of emotions, empirical analysis of emotions, brand love, and customer delight. In addition, various theoretical foundations could be employed in various empirical contexts, among which conservation of resources and social exchange play a great role. An examination of the most recent documents via bibliographic coupling analysis clarifies six appealing research trends and releases various recommendations on the occasions for further investigation to be drawn.
This study explores components of hospital mission statements by combining text mining techniques and network analysis. By considering 153 public and private hospitals with a published mission statement in English, it evaluates influential words and identified clusters and components in hospital mission statements, determined (in)connections among the statements. Similarities and differences based on hospital ownership status (i.e. public or private) are provided. The assessment of English versions of mission statements in Turkish hospitals generated seven clusters: (1) quality and quality of health services, (2) technology orientation, (3) focus on modern medicine, (4) societal expectations, (5) universal standards, (6) institutional philosophy, and (7) employees. Significant differences in the components of public and private hospital mission statements are identified and the potential contributions to practitioners in developing their mission statements is discussed.
Purpose
This article offers a bibliometric analysis and explores the relationships among the documents on ecopreneurship by using relational techniques. The results highlight the publication trends; most cited documents, top contributing authors, countries, and institutions with the highest productivity, and most contributing journals to the research field.
Design/methodology/approach
Initially, 216 documents were retrieved from the Thompson Reuters Web of Science Core Collection database with three document types: articles, review, and book review. All the documents were considered for the analysis. Then VOSviewer and bibliometric analysis using R with an inbuilt utility Biblioshiny were used together for co-word analysis, co-citation network analysis, generating collaboration networks, and also generating a unique three-field plot to analyze the evolution of a research field.
Findings
The results highlight the publication trends: most cited documents, top contributing authors, countries, and institutions with the highest productivity, and most contributing journals to the research field. The network analysis of co-authorship, co-citation, keyword co-occurrence, and bibliographic coupling reveals the most prominent relationships between authors, documents, co-cited references, sources, and countries for the available documents on the research field.
Research limitations/implications
The study helps not only in the expansion of the knowledge base on the research topic but also in understanding the evolution of the ecopreneurship to provide research support further in this area.
Originality/value
Ecopreneurship is an emerging field of research connecting ecology and entrepreneurship together, making it a potential research area. The contributions made to this research field from 1989 to 2019 serve as a core for conducting this analysis. The study is an effort to help in coordinating research networks across countries, authors, and affiliating universities.
This article explores the role of drug use‐related stigma in constraining access to healthcare services. Drawing on interviews with 20 people conducted shortly after leaving an Australian alcohol and other drug withdrawal management unit, the article explores their willingness and ability to access primary care, hospital and further services. It finds repeated descriptions of feeling ignored and shamed during efforts to access care, with some descriptions relating to subtle signs of disapproval or condemnation, and others to being ignored or dismissed. Some accounts additionally emphasise unwelcoming atmospheres, and exclusion by omission of signals of welcome and encouragement. The article goes on to consider, for the first time in this field, contemporary notions of welcome and hospitality as outlined within the cosmopolitanism tradition, asking whether they offer insights into how healthcare may become more accessible for people who regularly experience stigmatisation. In concluding, the article considers the need to think further about forms of exclusion that occur when social and individual histories of stigma are not institutionally recognised, and measures to counter these histories are not actively adopted.
This article proposes a new definition of the concept of hospitality organizational culture. It identifies its components/dimensions and suggests a conceptual framework for determining the effect of practicing a hospitality organizational culture in nonhospitality industries such as health care and retail.
Rationale, aims and objectives
The onset of acute illness may be accompanied by a profound sense of disorientation for patients. Addressing this vulnerability is a key part of a physician's purview, yet well‐intended efforts to do so may be impeded by myriad competing tasks in clinical practice. Resolving this dilemma goes beyond appealing to altruism, as its limitless demands may lead to physician burnout, disillusionment, and a narrowed focus on the biomedical aspects of care in the interest of self‐preservation. The authors propose an ethic of hospitality that may better guide physicians in attending to the comprehensive needs of patients that have entered “the kingdom of the sick.”
Methods
Using philosophical methods, the authors explore what compels people to present to emergent medical attention and why altruism may not offer physicians a sustainable way to address the vulnerabilities that occur in such situations. They then present the concept of hospitality from a Derridean perspective and use it to interpret a narrative case of an on‐call paediatrician caring for an infant with bronchiolitis to demonstrate how this approach may be practically implemented in the acute care hospital context.
Results
Hospitality allows physicians to acknowledge that clinical presentations that are routine in their world may be disorienting and frightening to patients experiencing them acutely. Further, it recognizes that the vulnerability that accompanies acute illness may be compounded by the unfamiliarity of the hospital environment in which patients have sought support.
Conclusion(s)
While it is unlikely that anything physicians do will make the hospital a place where patients and caregivers will desire to be, hospitality may focus their efforts upon making it less unwelcoming . Specifically, it offers an orientation that supports patients in navigating the disorienting and unfamiliar terrains of acute illness, the hospital setting in which help is sought, and engagement with the health care system writ large.
Purpose
This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality–healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey.
Design/methodology/approach
This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience.
Findings
The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience.
Originality/value
This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee–customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee–customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.
Purpose
The purpose of this paper is to examine the model of seasonal employee leadership (SEL) in a service management process and to create a multi-dimensional scale to gauge this construct. This is because very recent qualitative research by Arasli and Arici (2019), which is the first stage of this scale, recommended a multi-dimensional SEL model for the hospitality industry.
Design/methodology/approach
Making use of data gathered from 1,343 seasonal hotel employees, the authors established a new scale to examine the SEL model. Two separate data sets were collected; the first set was used to perform an exploratory factor analysis, while the second set was processed to confirm the initial factor results using a confirmatory factor analysis.
Findings
The results show that the measurement scale developed in this research provides considerable reliability, as well as convergent and discriminant validities. In particular, the findings confirmed a four-dimensional measurement scale of the SEL: seasonal leader’s qualities, core influence, operational influence and terminal influence.
Originality/value
The paper is the first attempt to develop a new scale which measures the SEL approach in the hospitality literature. Therefore, this study contributes to the current literature through developing and testing the four-dimensional SEL scale and shedding light on the importance of an industry-specific leadership in managing seasonal hotel employees effectively.
Drawing on findings from a study of two social generations of gender and sexuality diverse Australians, this paper offers a critical analysis of expectations and experiences of inclusive health care for LGBTQ+ youth. Data were collected by means of individual and focus group interviews with people from two different social generations who grew up in regional or urban Australia: those born in the 1970s (n = 50) and those born in the 1990s (n = 71). Data were analysed inductively to develop insights into what inclusive health care meant, and what this revealed about the potential for fostering belonging in healthcare settings. Findings raise critical questions about how inclusiveness of care might best be understood in encounters between gender and sexual minorities and health professionals. In particular, forms of ‘inclusivity labour’ were observed across the social generations, both in terms of the work involved in seeking to locate supportive services, and in assessing the performance of clinicians in healthcare settings, with implications for the continued engagement of LGBTQ+ young people with essential forms of care. Mobilising contemporary forms of inclusivity labour, including attention to the affective dimensions of healthcare engagement, has the potential to promote both better health and more meaningful experiences of belonging for gender and sexual minorities.
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.
The debate over ‘medical tourism’ versus ‘travel for medical treatment’ largely centres on the role of the voluntary leisure or touristic component. This study provides empirical evidence regarding the nature of leisure tourism occurring during medical travel, drawing on interviews with individuals who have returned from travel overseas for medical treatment. We identify four influences: the medical procedure; personal factors (e.g. travel experience, resilience, accompanying companions); destination factors; and financial matters. The most significant of these is the nature of the medical procedure, its level of invasiveness and requirements for post treatment recovery, and whether or not the patient-traveller suffered any complications. The ‘hotel-isation’ of hospitals (‘hospitels’) contributes to participants' perceptions of this type of travel being touristic in nature, even if no other conventional touristic activities are engaged in. We also observe similarities between medical tourism and business travel, both being hybrid forms of tourism, with variable leisure components.
A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The ability of the physical surroundings to facilitate achievement of organizational as well as marketing goals is explored. Literature from diverse disciplines provides theoretical grounding for the framework, which serves as a base for focused propositions. By examining the multiple strategic roles that physical surroundings can exert in service organizations, the author highlights key managerial and research implications.
Despite the official end of colonialism in the twentieth century, neocolonial structures of power have kept influencing the political, socio-cultural and economic arenas worldwide. Within this scenario, the tourism academy has seen its landscape develop with its own set of power structures, which have shaped its knowledge production and dissemination. However, whether and how neocolonial forces have exerted their influence on tourism knowledge production and dissemination is still a subject of debate among scholars. This paper was conceived as an attempt to cast additional light on the nexus between tourism knowledge and neocolonialism. More specifically, through a systematic review of the articles published in tourism journals in the last decade (2007–2017), this work assesses the status of the current tourism knowledge through the lens of neocolonialist theory. Overall, this critical review highlights that with some exceptions, most of the previous reviews concerning tourism knowledge only evaluate the work published in English in highly ranked tourism journals and tend to neglect knowledge systems outside the English-speaking global centres. Furthermore, previous studies exploring structures of power affecting tourism knowledge production and dissemination present limitations in terms of the themes and perspectives identified.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
Purpose
– The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India.
Design/methodology/approach
– The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w.
Findings
– This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value.
Research limitations/implications
– The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India.
Practical implications
– This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider.
Originality/value
– This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.
Hospitableness is the name of the trait possessed by hospitable people. It is clearly something to do with hospitality, so 1 shall begin with that. We can define hospitality, in its basic meaning, as follows: it is the giving of food, drink and sometimes accommodation to people who are not regular members of a household. Typically givers, or hosts, provide these things in their own homes, and the point is that they are sharing their own sustenance with their guests. This notion may be stretched in various directions: for example, a firm is said to provide hospitality if it gives food and drink to visitors. But the central idea of the concept remains that of sharing one's own home and provision with others.
The Centers for Medicare & Medicaid Services (CMS) changed the way hospitals interact with patients when it implemented a pay-for-performance (P4P) system. Under this system, a financial reward or penalty is based in part on measures of patient experience. The program seeks to reward healthcare providers who expand their focus from solely delivering a highly technical set of services that improves the patient's health to creating an atmosphere that makes hospitalization more humane and respectful of patients' values and preferences. Refocusing priorities requires capital investment in more "patient-friendly" facilities or funding staff training programs. This study seeks to determine whether a relationship exists between inpatient costs and the score for "overall rating of hospital" (ORH) on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) hospital version survey. Second, if a relationship exists, the study examines how that relationship changed during the time of CMS' implementation of its P4P program. The study's findings suggest that higher-cost hospitals have higher levels of positive patient experiences, after controlling for other variables. Importantly, the research findings indicate that hospitals are becoming more efficient in delivering care associated with higher levels of patient experience, coinciding with implementation of the P4P program.
Systematic reviews and meta-analyses are essential to summarize evidence relating to efficacy and safety of health care interventions accurately and reliably. The clarity and transparency of these reports, however, is not optimal. Poor reporting of systematic reviews diminishes their value to clinicians, policy makers, and other users. Since the development of the QUOROM (QUality Of Reporting Of Meta-analysis) Statement-a reporting guideline published in 1999-there have been several conceptual, methodological, and practical advances regarding the conduct and reporting of systematic reviews and meta-analyses. Also, reviews of published systematic reviews have found that key information about these studies is often poorly reported. Realizing these issues, an international group that included experienced authors and methodologists developed PRISMA (Preferred Reporting Items for Systematic reviews and Meta-Analyses) as an evolution of the original QUOROM guideline for systematic reviews and meta-analyses of evaluations of health care interventions. The PRISMA Statement consists of a 27-item checklist and a four-phase flow diagram. The checklist includes items deemed essential for transparent reporting of a systematic review. In this Explanation and Elaboration document, we explain the meaning and rationale for each checklist item. For each item, we include an example of good reporting and, where possible, references to relevant empirical studies and methodological literature. The PRISMA Statement, this document, and the associated Web site (www.prisma-statement.org) should be helpful resources to improve reporting of systematic reviews and meta-analyses.
Purpose
This paper aims to assess patient satisfaction with nursing care and related hospital services, and association between satisfaction and patient characteristics at the National Hospital of Sri Lanka (NHSL).
Design/methodology/approach
A systematically selected sample of 380 patients warded for three to 90 days in general surgical/medical units was interviewed on discharge. Data were collected using a satisfaction instrument previously developed and validated for the same setting, that contained 36 items under five sub‐scales. Multiple logistic regression analyses were used to identify factors associated with satisfaction in each sub‐scale.
Findings
The paper finds that the majority of respondents were males (61 percent), aged 35‐64 years (70 percent), educated to GCE (O/L) and above (61 percent), and previously hospitalized (66 percent). The proportion satisfied with “interpersonal care” was 81.8 percent, “efficiency and competency”, 89.7 percent, “comfort and environment”, 59.2 percent, “cleanliness and sanitation”, 48.7 percent, and “personalized and general information”, 37.4 percent. Males reported higher satisfaction (OR varied from 2.29‐2.87, p < 0.001) than females. Patients with GCE (A/L) were less satisfied with “comfort and environment” (OR=0.45, p < 0.05) and “cleanliness and sanitation” (OR=0.45, p < 0.05) compared with those educated below grade 5. Satisfaction with “comfort and environment” was lower among patients from medical (OR=0.51, p < 0.01) rather than from surgical units.
Practical implications
Quality can be improved by assuring comfort, cleanliness, sanitary facilities in wards, and provision of general and personalized instructions. Nursing staff should understand patient characteristics and their expectations when providing care.
Originality/value
This is the first study that described patient satisfaction with nursing care and related supportive services using a validated instrument at the NHSL. The study highlighted aspects of dissatisfaction and recognized patient characteristics that predict satisfaction.
Purpose ‐ The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design/methodology/approach ‐ Standard scale development research procedure recommended by experts was followed. First, literature review of studies to measure service quality was undertaken. Later, Delphi method (two iterations) was used. Interviews were conducted of experts and customers for understanding and generating items for perceived service quality for public hospitals. A survey was then undertaken first for development of the scale and later for validation purpose. Findings ‐ A reliable and valid scale called public hospital service quality (PubHosQual) is developed to measure the five dimensions of hospital service quality: admission, medical service, overall service, discharge process, and social responsibility. Research limitations/implications ‐ Since, this study was conducted in India only, the generalizability of the PubHosQual scale has to be tested in other countries. Practical implications ‐ The proposed scale PubHosQual in this study could be used as a diagnostic tool to identity areas where specific improvements are needed, and to pinpoint aspects of the hospital's services that require modification. The paper is an attempt to develop an instrument to incorporate the "voice of the customer." Originality/value ‐ Most relevant studies about perceived service quality for public hospitals either do not have stable factor structure or are relying on generic SERVQUAL scale to measure service quality. The new scale fills the gap of absence of a validated scale to measure perceived service quality for public hospitals.
Despite numerous efforts to foster quality improvement in healthcare, much of the extant data and research indicate that substantial shortcomings in the delivery of effective and reliable care remain. This research examines both general and outcome-specific operations management efforts and their impact on delivering quality healthcare. We empirically test a conceptual framework of safety culture that accounts for the use of general quality practices as well as outcome-specific approaches in light of the general and more focused climates in which those practices are embedded. We utilize structural equation modeling to analyze a unique pairing of primary data from a survey of quality improvement directors and chief nursing officers at 272 hospitals across the U.S. with secondary data on process of care performance publicly reported by the federal government's Center for Medicare and Medicaid Services (CMS). General safety climate and quality practices are found to establish an environment in which outcome-specific efforts enable process quality improvement. A split-group SEM analysis highlights significant differences in managing healthcare safety outcomes through climate and practices. In particular, the employment of practices focused on the specific outcome goals is found to relate to higher quality of patient care in smaller hospitals. In contrast, the development of a climate focused on specific outcome goals is found to relate to higher quality of patient care in larger hospitals. These findings suggest alternative approaches for small and large hospitals in the critical effort to improve patient safety and reduce healthcare costs.
This paper uses network analysis to identify the pioneering scholars and seminal works which have influenced recent papers in leading journals. The analysis extends beyond rankings of scholars by using co-citation networks to visualize the relationships between the most influential scholars and works and to uncover the disciplinary contributions which have supported the emergence of tourism as a field of academic study. The networks of scholars and works illuminate invisible colleges, tribes and territories in tourism research and indicate that while the social sciences have been most influential, business-related citations are increasing. The findings contribute to the discourse about the epistemology of tourism research by using bibliometric techniques to offer insights into the interdisciplinary structure of tourism research.
Intuitively, it would seem that there is a good case for seeing hospitality as a desirable attribute in a satisfactory hospital stay. This notion is thoroughly examined through the evaluation of various definitions of the concept of hospitality in the literature. The paper suggests a working definition of hospitality which may be both appropriate to the hospital environment, and amenable to evaluation through patient questionnaire analysis.The results show that the working definition of hospitality was credible and would prove to be a useful management tool for evaluating patient services in NHS hospitals.