Improving the health care: The patient/guest experience academy

Research output: Chapter in Book/Report/Conference proceedingChapter

3 Scopus citations


Today an increasing number of businesses are moving away from the traditional commodity, goods, and service model but are becoming more experience- driven. B. Joseph Pine II and James H. Gilmore first introduced “The Experience Economy” in 1999. What many hospitals fail to realize is that patients are also customers/guests, and these patient/guests are charged for the well-being they get by being engaged in an experience economy. Healthcare institutions are expected to offer travel, lodging, dining, transportation, spa care, and even fitness classes in order to cater to their patients’ needs. The goal for the process of the medical care is evolving from transactional care to a transformational experience in which customers/patients receive health benefits, not limited to medical care.

Original languageEnglish (US)
Title of host publicationMedical Tourism and Wellness
Subtitle of host publicationHospitality Bridging Healthcare (H2H)
PublisherApple Academic Press
Number of pages11
ISBN (Electronic)9781771885065
ISBN (Print)9781771885058
StatePublished - Jan 1 2017
Externally publishedYes


  • Disney
  • Health institution
  • Healthcare experience
  • Medical tourism
  • Patient experience

ASJC Scopus subject areas

  • General Economics, Econometrics and Finance
  • General Business, Management and Accounting
  • General Medicine


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