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Moments of care: How interpersonal interactions contribute to luxury experiences of healthcare consumers

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  • Kreuzer, Maria
  • Cado, Vesna
  • Raïes, Karine

Abstract

This study introduces the notion of “moments of care,” which describe short-lived and prosocial interpersonal interactions between healthcare consumers and medical staff, as individually defined luxuries. Findings from 30 phenomenological interviews with patients of a luxury ophthalmic clinic reveal that healthcare consumers experience moments of care through (1) authentic presence, (2) balanced power relationship, and (3) interpersonal synchrony. This study contributes a phenomenological experiential perspective to the growing body of research on unconventional aspects of luxury by showing that experiencing humanity in interpersonal interactions is “true luxury” and surpasses material luxury. The findings provide a valuable source of inspiration for private and public medical institutions as well as for branded service providers.

Suggested Citation

  • Kreuzer, Maria & Cado, Vesna & Raïes, Karine, 2020. "Moments of care: How interpersonal interactions contribute to luxury experiences of healthcare consumers," Journal of Business Research, Elsevier, vol. 116(C), pages 482-490.
    • Handle: RePEc:eee:jbrese:v:116:y:2020:i:c:p:482-490
    DOI: 10.1016/j.jbusres.2019.11.033
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    Cited by:

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    2. Riedmeier, Julia & Kreuzer, Maria, 2022. "Me versus we: The role of luxury brand managers in times of co-creation," Journal of Business Research, Elsevier, vol. 145(C), pages 240-252.
    3. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    4. Dhrithi Mahadevan & G. Shainesh, 2024. "Conceptualizing customer experience in multi-actor platforms," AMS Review, Springer;Academy of Marketing Science, vol. 14(1), pages 83-103, June.
    5. Malone, Sheila & Tynan, Caroline & McKechnie, Sally, 2023. "Unconventional luxury: The reappropriation of time and substance," Journal of Business Research, Elsevier, vol. 163(C).

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