Factors influencing customer experience in hospitals: a comparison between private and government hospitals
This research contributes to the body of literature on CX in healthcare by integrating both positive and negative determinants of CX within a hospital context and examining the moderating role of hospital types.
Authors
- Shiksha Kushwah (ORCID: https://orcid.org/0000-0003-4940-931X)
- Sanjna Korpal
Institutions
- Netaji Subhas University of Technology (IN)
Publication Details
- Journal
- Journal of Health Organization and Management
- Published
- 2026-03-09
- DOI
- https://doi.org/10.1108/jhom-09-2025-0617
- Primary Topic
- Customer Service Quality and Loyalty
- Type
- article
- Field-Weighted Citation Impact
- 0.00