Hospitable Healthcare
Shoemaker, Stowe / Yesawich, Peter
“We thought we knew what patients needed..."– Dr. James Merlino, Cleveland ClinicMost consumers agree their service experiences with hospitals, clinics, and physicians fall well short of their service experiences with hotels, resorts, and restaurants. So, what would their experiences be like if healthcare providers served them the same way hospitality providers do? Given that both industries share many common service touchpoints, one wonders w...