Beyond Healing: The Transformative Role of Customer Experience in Healthcare and Its Contribution to Patient Well-Being

Abstract

Customer Experience (CX) and transformative service research (TSR) are current academic priorities. Healthcare is a prime example of a service inherently transformative, with patient experience (PX) playing a critical role. However, the literature lacks a comprehensive understanding of PX and its effects on patients' well-being. To bridge this research gap, semi-structured interviews were conducted, involving healthcare managers, providers and patients, revealing nine key dimensions of PX, critical to patients' well-being. This study advances CX literature and TSR by proposing a conceptual framework on PX and its transformative effects, while offering managerial insights for improving well-being and experiences in healthcare.