...Irene Raguenet Troccoli Purpose This study examines how highly “hotelized” hospital servicescapes may unintentionally weaken procedural compliance and patient safety by reshaping patients' role perceptions from “patient” to “guest.” More specifically, it explores whether the over-optimization...

... 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. Originating from the domain of servicescape, healthscape defines the servicescape specific...

...Magriet Holder; Adele Berndt Purpose The aim of this research is to determine the effect of changes in servicescape on the service quality perceptions of maternity ward patients in a private hospital. Design/methodology/approach A quasi‐experimental design was used. An experimental and control...