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Luxury patient experience (LPX): review, conceptualization, and future research directions

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  • Philipp Klaus

Abstract

The article offers a much-needed definition and conceptualization of the luxury patient experience (LPX) through applying customer experience (CX) theory to the patient experience (PX). The author highlights the important differences between the luxury patient, regular patient, and/or patient on the bottom of the service pyramid. The article proposes the implications these differences have for successfully managing the luxury patient experience. Based upon an investigation of prior customer experience and patient experience research, the article submits a definition of both, patient experience and luxury patient experience. The luxury patient experience conceptualization will influence service providers and their experience design and implementation practices. The article outlines fruitful avenues for future research in the patient luxury experience domain by proposing a shift from healthcare to wealthcare.

Suggested Citation

  • Philipp Klaus, 2018. "Luxury patient experience (LPX): review, conceptualization, and future research directions," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 87-98, January.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:87-98
    DOI: 10.1080/02642069.2017.1377190
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    Cited by:

    1. Klaus, Philipp ‘Phil’, 2022. "How luxury retail will change forever – The role of atmospherics in the digital era," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    2. Taishoff, Marika & Mühlbacher, Hans & Kauppinen-Räisänen, Hannele, 2022. "Building and sustaining resilient luxury service ecosystems," Journal of Business Research, Elsevier, vol. 146(C), pages 201-215.
    3. Klaus, Philipp ‘Phil’, 2020. "The end of the world as we know it? The influence of online channels on the luxury customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    4. 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).
    5. 'Phil' Klaus, Philipp & Tarquini-Poli, Annalisa & Ahmed Mostafa Alawad, Nawal, 2022. "Lifestyle of the rich and famous: Exploring the ultra-high net-worth individuals’ customer experience (UHCX)," Journal of Business Research, Elsevier, vol. 147(C), pages 49-58.

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