Table 4. Empirical studies of healthcare...

Table 4.

Empirical studies of healthcare service experiences across the patient journey

Study	Context	Method	Phase	Key findings	Logic alignment
Mekoth et al. (2011)	Outpatient services, India	Survey	Service encounter	Service encounter process quality predicts satisfaction and revisit intentions	SL
Riebling et al. (2019)	Hospital laboratories, USA	Survey	Service encounter	Reliability and communication more influential than tangibles	SDL/SL
Akın and Okumuş (2022)	Healthcare, Turkey	Survey	Service encounter	Empathy and trust emerge as primary drivers of satisfaction	SL
Sukmawati et al. (2024)	Hospitals, Indonesia	Survey	Service encounter	Empathy, reliability and responsiveness are key determinants of patient satisfaction	SDL/SL
Gualandi et al. (2021)	Patient journeys, Italy	Case study; journey mapping	Pre-service and encounter	Information quality reduces uncertainty and shapes expectations across the patient journey	SL/CDL
L’Angiocola and Giambattista (2024)	Gynaecological services	Design intervention	Pre- and post-service	Human-centred service design improves emotional experience and supports value co-creation in gynaecological care	CDL
Seppänen et al. (2017)	Healthcare, Finland	Case study	Pre- and post-service	Customer dominant logic emerges when providers incorporate patients’ life context and ecosystem into service processes	CDL
Ding et al. (2019)	Hospitals, China	Survey	Service encounter	Patient participation improves satisfaction	SDL/SL
Rochette et al. (2021)	Oncology, Canada	Intervention (nurse follow-up)	Post-service	Follow-up strengthens reassurance and continuity, with implications for patient autonomy	SL
Gambarov et al. (2017)	Healthcare loyalty	Survey	Post-service	Loyalty programs function as institutional mechanisms that enhance engagement, trust and value co-creation	SDL
Patrício et al. (2018)	Healthcare ecosystems	Case study; service design	Cross-phase	Service design for value networks supports multi-actor coordination and service system improvement	SDL
Peng et al. (2022)	Healthcare platforms	Systematic study	Cross-phase	Resource integration enables healthcare value co-creation across platform-based settings	SDL
Fusco et al. (2023)	Healthcare systems	Case study	Cross-phase	Institutional context shapes healthcare co-creation outcomes	SDL
Chandra et al. (2024)	Digital feedback	Survey	Cross-phase	Real-time feedback and predictive modelling support patient-centred care and experience management	SDL/SL
Salam and Bajaba (2021)	Digital healthcare systems during COVID-19	Survey	Cross-phase	Transformative healthcare technologies enhance satisfaction and quality of life through improved service system quality	SDL
Chen et al. (2024)	Humanistic lean healthcare model	Qualitative interviews	Cross-phase	Integrating medical humanities into lean healthcare strengthens patient-centred care, trust and personalised service	SL/CDL

Study	Context	Method	Phase	Key findings	Logic alignment
Mekoth et al. (2011)	Outpatient services, India	Survey	Service encounter	Service encounter process quality predicts satisfaction and revisit intentions	SL
Riebling et al. (2019)	Hospital laboratories, USA	Survey	Service encounter	Reliability and communication more influential than tangibles	SDL/SL
Akın and Okumuş (2022)	Healthcare, Turkey	Survey	Service encounter	Empathy and trust emerge as primary drivers of satisfaction	SL
Sukmawati et al. (2024)	Hospitals, Indonesia	Survey	Service encounter	Empathy, reliability and responsiveness are key determinants of patient satisfaction	SDL/SL
Gualandi et al. (2021)	Patient journeys, Italy	Case study; journey mapping	Pre-service and encounter	Information quality reduces uncertainty and shapes expectations across the patient journey	SL/CDL
L’Angiocola and Giambattista (2024)	Gynaecological services	Design intervention	Pre- and post-service	Human-centred service design improves emotional experience and supports value co-creation in gynaecological care	CDL
Seppänen et al. (2017)	Healthcare, Finland	Case study	Pre- and post-service	Customer dominant logic emerges when providers incorporate patients’ life context and ecosystem into service processes	CDL
Ding et al. (2019)	Hospitals, China	Survey	Service encounter	Patient participation improves satisfaction	SDL/SL
Rochette et al. (2021)	Oncology, Canada	Intervention (nurse follow-up)	Post-service	Follow-up strengthens reassurance and continuity, with implications for patient autonomy	SL
Gambarov et al. (2017)	Healthcare loyalty	Survey	Post-service	Loyalty programs function as institutional mechanisms that enhance engagement, trust and value co-creation	SDL
Patrício et al. (2018)	Healthcare ecosystems	Case study; service design	Cross-phase	Service design for value networks supports multi-actor coordination and service system improvement	SDL
Peng et al. (2022)	Healthcare platforms	Systematic study	Cross-phase	Resource integration enables healthcare value co-creation across platform-based settings	SDL
Fusco et al. (2023)	Healthcare systems	Case study	Cross-phase	Institutional context shapes healthcare co-creation outcomes	SDL
Chandra et al. (2024)	Digital feedback	Survey	Cross-phase	Real-time feedback and predictive modelling support patient-centred care and experience management	SDL/SL
Salam and Bajaba (2021)	Digital healthcare systems during COVID-19	Survey	Cross-phase	Transformative healthcare technologies enhance satisfaction and quality of life through improved service system quality	SDL
Chen et al. (2024)	Humanistic lean healthcare model	Qualitative interviews	Cross-phase	Integrating medical humanities into lean healthcare strengthens patient-centred care, trust and personalised service	SL/CDL

Note(s):

(i) Phase refers to the dominant temporal focus: pre-service (anticipation), encounter (interaction) or post-service (reflection/continuity). Cross-phase refers to longitudinal or ecosystem-oriented designs. (ii) Logic alignment reflects the dominant theoretical orientation of each study. Studies marked with dual alignments (e.g. SL/SDL) draw on elements from both perspectives, typically combining interaction-level analysis (SL) with ecosystem or resource integration framing (SDL) or interaction dynamics (SL) with lifeworld embedding (CDL). (iii) The table presents a representative selection of empirical and design-oriented studies addressing patient experience and value formation across phases of the healthcare journey. Conceptual contributions such as Helkkula et al. (2023) on glocalisation tensions are discussed in the text but not included here

[ViewLarge]