Hospitable Healthcare

""...an absolute game-changer that gives you the insight for taking the concepts of hospitality and applying them to your healthcare organization. Drs. Shoemaker and Yesawich are two of the industry's preeminent thought leaders on how hospitality service theory can be successfully applied to the healthcare industry. Their practical and straightforward principles for constructing caring experiences for patients is nothing short of brilliant. That's why Hospitable Healthcare is so important. It steps in to fill this gap."" - Lisa Young, PhD, Driehaus College of Business, DePaul University ""...a standard text for those involved in healthcare administration...The teaching points are something that every leader in healthcare can employ in their administrative work. Developing patient loyalty by providing an excellent patient experience is described as a fundamental aspiration in healthcare with a lifetime of financial and reputational dividends. This work will stand as a ""go-to"" reference for years to come and is highly recommended."" - Greg F. Burke, MD FACP, Chief Patient Experience Officer, Geisinger Health System ""What stands out in this book is the depth of research and real-world examples that make the concepts relatable and easy to understand...It's not just an academic read; it's a compelling narrative that resonates with anyone who cares about enhancing the patient experience."" - Anna Mattila, Penn State University ""This authoritative book, written by two renowned experts in the hospitality industry, proves empirically and beyond any doubt that the healthcare system in the USA suffers from a malady of low patient satisfaction, as compared to other major industries, and urgently needs to be modified and restructured. The authors make the case that by infusing the culture of hospitality into the healthcare system the healthcare industry will become more patient-oriented, and patients will be happier, healthier, and more satisfied. The book is a must-read for every clinician and administrator in the healthcare industry."" - Abraham Pizam, Ph.D., Endowed Professor and Founding Dea