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Design Supporting a‘Customer-Perceived Intimacy-Strategy in Healthcare Services
Martens, Carmen; Delcourt, Cécile; Herssens, Jasmien
2019In ICED2019: Responsible Design for Our Future
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Keywords :
Intimacy; Healthscape
Abstract :
[en] Given that we live in a time within a growing competitive healthcare market, the customer experience and healing opportunities are on top of the priority list. However, little attention has been dedicated on how to merge the disciplines of architecture, healthcare and management to create healthcare environments to enhance the customer experience and the healing process. The goal of this paper is to explore how design can foster customer-perceived intimacy within a healthcare context to achieve enhanced customer outcomes, such as customer well-being. Understanding the importance of customer-perceived intimacy is paramount, as customers are constantly exposed to intimate situations. The study suggest that there is potential for such situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviors. A literature review is undertaken to highlight the antecedents and the short-term and long-term outcomes of customer-perceived intimacy. As a result, the paper provides a conceptual framework that raises many questions that need to be answered. In doing so, a solid foundation for future inquiry has been laid.
Disciplines :
Marketing
Author, co-author :
Martens, Carmen ;  Université de Liège - ULiège / Universiteit Hasselt > HEC Liège : UER / Arts and Architecture > UER Management / Architecture
Delcourt, Cécile  ;  Université de Liège - ULiège > HEC Liège : UER > Marketing
Herssens, Jasmien;  Universiteit Hasselt - UH > Arts and Architecture > Architecture
Language :
English
Title :
Design Supporting a‘Customer-Perceived Intimacy-Strategy in Healthcare Services
Publication date :
July 2019
Event name :
ICED2019: Responsible Design for Our Future
Event organizer :
Delft University of Technology
Event place :
Delft, Netherlands
Event date :
from 04-08-2019 to 08-08-2019
Audience :
International
Main work title :
ICED2019: Responsible Design for Our Future
Peer reviewed :
Peer reviewed
Available on ORBi :
since 24 May 2019

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