IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v116y2020icp482-490.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296319307027
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2019.11.033?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Spiggle, Susan, 1994. "Analysis and Interpretation of Qualitative Data in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(3), pages 491-503, December.
    2. Mead, Nicola & Bower, Peter, 2000. "Patient-centredness: a conceptual framework and review of the empirical literature," Social Science & Medicine, Elsevier, vol. 51(7), pages 1087-1110, October.
    3. Collier, Joel E. & Barnes, Donald C. & Abney, Alexandra K. & Pelletier, Mark J., 2018. "Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter," Journal of Business Research, Elsevier, vol. 84(C), pages 150-161.
    4. Hansen, Jochim & Wänke, Michaela, 2011. "The abstractness of luxury," Journal of Economic Psychology, Elsevier, vol. 32(5), pages 789-796.
    5. Klein, Jan F. & Falk, Tomas & Esch, Franz-Rudolf & Gloukhovtsev, Alexei, 2016. "Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail," Journal of Business Research, Elsevier, vol. 69(12), pages 5761-5767.
    6. McColl-Kennedy, Janet R. & Hogan, Suellen J. & Witell, Lars & Snyder, Hannah, 2017. "Cocreative customer practices: Effects of health care customer value cocreation practices on well-being," Journal of Business Research, Elsevier, vol. 70(C), pages 55-66.
    7. Thompson, Craig J & Locander, William B & Pollio, Howard R, 1989. "Putting Consumer Experience Back into Consumer Research: The Philosophy and Method of Existential-Phenomenology," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(2), pages 133-146, September.
    8. Cristini, Hélène & Kauppinen-Räisänen, Hannele & Barthod-Prothade, Mireille & Woodside, Arch, 2017. "Toward a general theory of luxury: Advancing from workbench definitions and theoretical transformations," Journal of Business Research, Elsevier, vol. 70(C), pages 101-107.
    9. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    10. Timmermans, Stefan & Almeling, Rene, 2009. "Objectification, standardization, and commodification in health care: A conceptual readjustment," Social Science & Medicine, Elsevier, vol. 69(1), pages 21-27, July.
    11. McColl-Kennedy, Janet R. & Danaher, Tracey S. & Gallan, Andrew S. & Orsingher, Chiara & Lervik-Olsen, Line & Verma, Rohit, 2017. "How do you feel today? Managing patient emotions during health care experiences to enhance well-being," Journal of Business Research, Elsevier, vol. 79(C), pages 247-259.
    12. Kim, Sooyun & Park, Geebum & Lee, Yeonjoo & Choi, Sunmee, 2016. "Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop," Journal of Business Research, Elsevier, vol. 69(12), pages 5809-5818.
    13. Llamas, Rosa & Thomsen, Thyra Uth, 2016. "The luxury of igniting change by giving: Transforming yourself while transforming others' lives," Journal of Business Research, Elsevier, vol. 69(1), pages 166-176.
    14. Bromley, Elizabeth, 2012. "Building patient-centeredness: Hospital design as an interpretive act," Social Science & Medicine, Elsevier, vol. 75(6), pages 1057-1066.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wang, Zi & Yuan, Ruizhi & Luo, Jun & Liu, Martin J., 2022. "Redefining “masstige” luxury consumption in the post-COVID era," Journal of Business Research, Elsevier, vol. 143(C), pages 239-254.
    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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kauppinen-Räisänen, Hannele & Mühlbacher, Hans & Taishoff, Marika, 2020. "Exploring consumers’ subjective shopping experiences in directly operated luxury brand stores," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    2. Malone, Sheila & Tynan, Caroline & McKechnie, Sally, 2023. "Unconventional luxury: The reappropriation of time and substance," Journal of Business Research, Elsevier, vol. 163(C).
    3. Chapman, Alexis & Dilmperi, Athina, 2022. "Luxury brand value co-creation with online brand communities in the service encounter," Journal of Business Research, Elsevier, vol. 144(C), pages 902-921.
    4. Holmqvist, Jonas & Visconti, Luca M. & Grönroos, Christian & Guais, Blandine & Kessous, Aurélie, 2020. "Understanding the value process: Value creation in a luxury service context," Journal of Business Research, Elsevier, vol. 120(C), pages 114-126.
    5. 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.
    6. Gurzki, Hannes & Woisetschläger, David M., 2017. "Mapping the luxury research landscape: A bibliometric citation analysis," Journal of Business Research, Elsevier, vol. 77(C), pages 147-166.
    7. Holmqvist, Jonas & Diaz Ruiz, Carlos & Peñaloza, Lisa, 2020. "Moments of luxury: Hedonic escapism as a luxury experience," Journal of Business Research, Elsevier, vol. 116(C), pages 503-513.
    8. Debenedetti, Alain, 2021. "Luxury stores as home-like places: How domestic meanings are staged and mobilized in luxury retail," Journal of Business Research, Elsevier, vol. 129(C), pages 304-313.
    9. 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.
    10. Banister, Emma & Roper, Stuart & Potavanich, Tisiruk, 2020. "Consumers’ practices of everyday luxury," Journal of Business Research, Elsevier, vol. 116(C), pages 458-466.
    11. von Wallpach, Sylvia & Hemetsberger, Andrea & Thomsen, Thyra Uth & Belk, Russel W., 2020. "Moments of luxury – A qualitative account of the experiential essence of luxury," Journal of Business Research, Elsevier, vol. 116(C), pages 491-502.
    12. repec:oup:jecgeo:v:50:y:2023:i:2:p:282-302. is not listed on IDEAS
    13. Travis Tae Oh & Michel Tuan Pham, 2022. "A Liberating-Engagement Theory of Consumer Fun [Pleasure Principles: A Review of Research on Hedonic Consumption]," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 49(1), pages 46-73.
    14. Krallman, Alexandra & Barnes, Donald C. & Lastner, Matthew M. & Collier, Joel E., 2023. "You can’t touch this: Driving purchase justification for hedonic online purchases," Journal of Business Research, Elsevier, vol. 155(PB).
    15. Nathalie Veg-Sala & Angy Geerts, 2021. "L'expérience d'achat dans les boutiques de luxe : Etude des dimensions selon les motivations d'achat des consommateurs de luxe," Post-Print hal-04154737, HAL.
    16. Ibarra-Cantu, Cecilia & Cheetham, Dr Fiona, 2021. "Consumer multiculturation in multicultural marketplaces: Mexican immigrants’ responses to the global consumer culture construction of Tex-Mex as Mexican food," Journal of Business Research, Elsevier, vol. 134(C), pages 70-77.
    17. Jonas Holmqvist & Luca Visconti & Christian Grönroos & Blandine Guais & Aurélie Kessous, 2020. "Understanding the value process: Value creation in a luxury service context," Post-Print hal-03511392, HAL.
    18. Wang, Zi & Yuan, Ruizhi & Luo, Jun & Liu, Martin J., 2022. "Redefining “masstige” luxury consumption in the post-COVID era," Journal of Business Research, Elsevier, vol. 143(C), pages 239-254.
    19. Sudbury-Riley, Lynn & Hunter-Jones, Philippa & Al-Abdin, Ahmed & Lewin, Daniel & Spence, Rachel, 2020. "Conceptualizing experiential luxury in palliative care: Pathographies of liminal space, cathedral, and community," Journal of Business Research, Elsevier, vol. 116(C), pages 446-457.
    20. Killian, Ginger & McManus, Kristy, 2015. "A marketing communications approach for the digital era: Managerial guidelines for social media integration," Business Horizons, Elsevier, vol. 58(5), pages 539-549.
    21. Golmohammadi, Alireza & Mattila, Anna S. & Gauri, Dinesh K., 2020. "Negative online reviews and consumers’ service consumption," Journal of Business Research, Elsevier, vol. 116(C), pages 27-36.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:116:y:2020:i:c:p:482-490. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.