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THE DEVELOPMENT OF CUSTOMER JOURNEY ON PATIENT SERVICE DESIGN: A CASE STUDY IN HEALTHCARE BUSINESS IN THAILAND |
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| รหัสดีโอไอ | |
| Creator | Tarittawan Chareanporn |
| Title | THE DEVELOPMENT OF CUSTOMER JOURNEY ON PATIENT SERVICE DESIGN: A CASE STUDY IN HEALTHCARE BUSINESS IN THAILAND |
| Contributor | Chanin Yoopetch, Chatrudee Jongsureyapart, Piyanart Junkrachang, Ekawee Vinitkhatkumnuen |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2564 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 13 |
| Journal No. | 2 |
| Page no. | 77-96 |
| Keyword | service design, service touchpoints, patient journey, healthcare business |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | The purpose of this study is to explore the patient service touchpoints in the healthcare business. This study adopted a qualitative approach for the research process. The patient service touchpoints are perceived as the influencing stage of patient satisfaction during the patient journey. The documentation research, semi-structured interview, and participant observation were conducted to collect data prior to the content analysis. The study was conducted with thirty informants from healthcare professional groups in Thailand. They were doctors, nurses, and supported staff sharing their insights for the current study. This study focuses only on the patient journey of Out-Patient-Department (OPD). The results of the interviews indicated three main periods of the patient journey. There were pre-medical service period, in-medical service period, and post-medical service period. In addition, from the result of the interviews, it also indicated ten critical patients' service touchpoints under three main periods of the patient journey; four touchpoints found in the pre-medical service period, three touchpoints found in the in medical service period, and three touchpoints found in post-medical service period. The discussions, conclusions and implications were also provided. |
