Unpublished conference/Abstract (Scientific congresses and symposiums)
Exploring the Concept of Customer-Perceived Intimacy in Healthscapes
Martens, Carmen; Delcourt, Cécile
202013th World Congress for Design & Health: LESS IS MORE
 

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Keywords :
Customer-Perceived Intimacy; Healthcare Services; Healthscapes
Abstract :
[en] Background —It is recognized that servicescapes (i.e. the manmade physical surroundings in which a service takes place) both affect customer and employee attitudes and behaviours. This is particularly the case in healthcare servicescapes (i.e. healthscapes) as studies demonstrated that an improvement in the healthscape can contribute to positive outcomes such as enhanced healing process. However, little is known about such a relationship can happen. Accordingly, we examine the concept of customer-perceived intimacy (CPI) as improving healthscapes can contribute to positive outcomes through the creation of CPI. We focus on CPI as, in healthcare, the intimacy of the customers (i.e., patients) is often under stress as they have to relinquish privacy by disclosing embarrassing personal information and/or intimate body parts. Objective – Based on an extended multidisciplinary literature review and 30 in-depth interviews with mothers who delivered a baby at the hospital, this paper aims to explore the concept of customer-perceived intimacy (CPI) in healthscapes. The authors offer a conceptualization of CPI in healthscapes together with a conceptual framework to highlight both the antecedents (i.e., the design and architectural components of the healthscape) and the short-term and long-term outcomes of CPI. Results – The findings of this study suggest that there is considerable potential for intimate situations to be wrought with problems involving complexities associated with human cognition, emotions, physiological responses, and behaviours. Customer-perceived intimacy (CPI) is caused by a holistic combination of intangible (i.e. interpersonal) and tangible factors (i.e. design of the physical healthcare environment) within the healthscape. This leads to higher levels of understanding of service systems and their fundamental role in human well-being. The authors argue that healthscape design focused on CPI is necessary to make service systems more socially inclusive. Contribution – This research provides a conceptual framework. In doing so, a solid foundation for future inquiry has been laid.
Disciplines :
Business & economic sciences: Multidisciplinary, general & others
Author, co-author :
Martens, Carmen ;  Université de Liège - ULiège > HEC Liège : UER > UER Management : Marketing
Delcourt, Cécile  ;  Université de Liège - ULiège > HEC Liège : UER > UER Management : Marketing
Language :
English
Title :
Exploring the Concept of Customer-Perceived Intimacy in Healthscapes
Publication date :
2020
Event name :
13th World Congress for Design & Health: LESS IS MORE
Event date :
from 28-09-2020 to 01-10-2020
Audience :
International
Available on ORBi :
since 19 May 2020

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