The application of hospitality elements in hospitals

Journal of Healthcare Management

Volumn 58, Issue 1, 2013, Pages 47-62

  Wu, Ziqi ^a   Robson, Stephani ^b   Hollis, Brooke ^c  

^a Hoag Health System   (United States)

^b 335 Statler Hall   (United States)

^c Department of Obstetrics Gynecology   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; FOOD QUALITY; HOSPITAL; HOSPITAL DESIGN; HOSPITAL MANAGEMENT; HOSPITAL SERVICE; HOSPITALITY ELEMENT; INTERNET; FURNITURE; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; STANDARD; UNITED STATES;

ANCILLARY SERVICES, HOSPITAL; HOSPITAL DESIGN AND CONSTRUCTION; INTERIOR DESIGN AND FURNISHINGS; PATIENT SATISFACTION; UNITED STATES;

MLCS; MLOWN;

EID: 84874985972     PISSN: 10969012     EISSN: 19447396     Source Type: Journal    
DOI: 10.1097/00115514-201301000-00009     Document Type: Article

References (41)

1. Adams, A. (2008). Medicine by design. Minneapolis: University of Minnesota Press.
2. Arneill, A. B., & Devlin, A. S. (2002). Perceived quality of care: The influence of the waiting room environment. Journal of Environmental Psychology, 22(4), 345-360.
3. Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. A. Czepiel, C. A. Congram, & J. Shanahan, The services challenge: Integrating for competitive advantage. Chicago, IL: American Marketing Association.
4. Becker, F. D., Sweeney, B., & Parsons, K. (2008). Ambulatory facility design and patients' perceptions of healthcare quality. Health Environments Research and Design Journal, 1(4), 35-54.
5. Becker, F. D. (2011). Practice-based research [online certification program course]. Ithaca, NY: Healthcare Facilities Planning and Design, eCornell.
6. Berry, L. L., & Clark, T. (1986, October-December). Four ways to make services more tangible. Business, 53-54.
7. Berry, L., Parker, R., Hamilton, D., O'Neill, D., & Sadler, B. (2004). The business case for better buildings. Frontiers of Health Services Management, 21(1), 3-24.
8. Bitner, M. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.
9. Bitner, M. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 37-71.
10. Centers for Medicare & Medicaid Services (CMS). (2010, July). HCAHPS fact sheet. Retrieved from https://www.cms.gov /HospitalQualityInits/Downloads /HospitalHCAHPSFactSheet201007.pdf
11. Fierce Healthcare. (2008, May 6). Case study: Henry Ford offers high-touch amenities. Retrieved from http:// www.fiercehealthcare.com/story /case-study-henry-ford-offers-high-touch-amenities/2008-05-08?utm medium=nl&utm source=internal
12. Forty, A. (1980). The modern hospital in France and England. In A. King, Buildings and society: Essays on the social development of the built environment. London, UK: Routledge and Kegan Paul.
13. Goldman, D., & Romley, J. A. (2008). Hospitals as hotels: The role of patient amenities in hospital demand. (NBER Working Paper No. 14619). Cambridge, MA: National Bureau of Economic Research.
14. Happ, M. B., Swigart, V. A., Tate, J. A., Arnold, R. M., Sereika, S. M., & Hoffman, L. A. (2007). Family presence and surveillance during weaning from prolonged mechanical ventilation. Heart & Lung, 36(1), 47-57.
15. Harris, D., Anjali, J., Becker, F. D., Hamilton, D., Shepley, M., & Zimring, C. (2008). A practitioner's guide to evidence based design. Concord, CA: Center for Health Design.
16. Hines, L. (2009, November 26). Riverside hospital banks on concierges to build business, employee satisfaction. Retrieved from http://www.pe.com/localnews/inland /stories/PE News Local S concierge27. 3a13f5e.html
17. Hollis, B., & Verma, R. (2012). The intersection of hospitality and healthcare: Exploring common areas of service quality, human resources, and marketing. Cornell Hospitality Proceedings. Retrieved from http://www. human.cornell.edu/pam/sloan/upload /healthcareproceeding.pdf
18. Hutton, J. D., & Richardson, L. D. (1995). Healthscapes: The role of the facility and physical environment on consumer attitudes. Health Care Management Review, 20(2), 48-61.
19. Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.
20. Lee, F. (2004). If Disney ran your hospital: 9 1/2 things you would do differently. Bozeman, MT: Second River Healthcare Press.
21. Malott, D. W. (1959-1961). Deane W. Malott Papers (#3-9-651). Ithaca, NY: Division of Rare and Manuscript Collections, Cornell University Library.
22. Miami Children's Hosptial. (2012). Hospital amenities-Michael Fux Family Center. Retrieved from http://www.mch.com /page/EN/2665/Hospital-Amenities /Michael-Fux-Family-Center.aspx
23. Murray, J. F., Nicholson, S., Pauly, M., & Berger, M. L. (2006). Investing in health to boost employee productivity: The employer's perspective. In R. C. Kessler & P. E. Stang (Eds.), Health & work productivity: Making the business case for quality health care (pp. 185-206). Chicago, IL: University of Chicago Press.
24. New York-Presbyterian Hospital. (n.d.). Deluxe hospital accommodations. Retrieved from http://nyp.org/patients/deluxe.html
25. Nicholson, S., Pauly, M. V., Polsky, D., Baase, C. M., Billotti, G. M., Ozminkowski, R. J., Sharda, C. E. (2005). How to present the business case for healthcare quality to employers. Retrieved from http://knowledge. wharton.upenn.edu/papers/1303.pdf
26. O'Fallon, M., & Rutherford, D. (2011). Hotel management and operations. Hoboken, NJ: Wiley.
27. Ology Spa. (n.d.). About us. Retrieved from Ology Spa website: http://www.ologyspa. com
28. Osborn, K. (2005, April). Hospital spas-An unusual union unfolds. Retrieved from http://www.massageandbodywork.com /articles/aprilmay2005/hospitalspa.html
29. Pati, D. (2010). Positive distractions. Healthcare Design, 10(3), 28-34.
30. Press, I. (2002). Patient satisfaction: Defining, measuring, and improving the experience of care. Chicago, IL: Health Administration Press.
31. Robeznieks, A. (2010, September 6). Hospitable hospitals-Winning entries in annual Design Awards keep focus on the patient experience. Retrieved from http://www. modernhealthcare.com/section/design awards-2010#ixzz1kF4mWqJT?trk=tynt
32. Rutes, W., Penner, R., & Adams, L. (2001). Hotel design, planning and development. New York, NY: W. W. Norton.
33. Sachs, H., Nadel, S., Amann, J. T., Tuazon, M., and Mendelsohn, E. (2004). Emerging energy saving technologies and practices for the buildings sector as of 2004. Washington, DC: American Council for an Energy Efficient Economy.
34. Sheehan-Smith, L. (2006). Key facilitators and best practices of hotel-style room service in hospitals. Journal of the American Dietetic Association, 106(4), 581-586.
35. Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41, 73-80.
36. Studer, Q., Robinson, B. C., & Cook, K. (2012). The HCAHPS handbook: Hardwire your hospital for pay-for-performance success. Gulf Breeze, FL: Fire Starter Publishing.
37. Taylor, W. (2011, March 2). What hospitals can learn from the Ritz. Retrieved from http:// management.fortune.cnn.com/2011 /03/02/what-hospitals-can-learn-from-the-ritz
38. Ulrich, R. S., Zimring, C., Zhu, X., DuBose, J., Seo, H. B, Choi, Y. S., Joseph, A. (2008). A review of the research literature on evidence-based healthcare design. Health Environments Research & Design, 1(3), 61-125.
39. Verderber, S., & Fine, D. (2000). Healthcare architecture in an era of radical transformation. New Haven, CT: Yale University Press.
40. White, W. D. (1982). The American hospital industry since 1900: A short history. Advances in Health Economics and Health Services Research, 3, 143-170.
41. Zimring, C. (1990). The cost of confusion: Nonmonetary and monetary cost of the Emory University Hospital wayfinding system. Atlanta: Georgia Institute of Technology.