Publications

Indigo River Press/Simon & Schuster

Just What the Patient Ordered!

Hospitable Healthcare

Most consumers agree their service experiences with hospitals, clinics, and physicians fall well short of their service experiences with hotels, resorts, and restaurants. So, what would their experiences be like if healthcare providers served them the same way hospitality providers do?

Given that both industries share many common service touchpoints, one wonders whether healthcare service providers could adopt principles of hospitality to enhance the patient experience. The insights shared in this book reveal the answer: yes!

Rich with original survey data, examples, and interviews with widely admired hospitality and healthcare service practitioners, Hospitable Healthcare is a valuable resource guaranteed to enhance the patient experience.

Marketing Leadership in Hospitality and Tourism

How do you gain a sustainable competitive advantage in today's global hospitality industry? Are there ways to attract and keep a customer over the course of a lifetime? Marketing Leadership in Hospitality and Tourism, Fourth Edition, addresses the marketing strategies and tactics known to be effective in the industry such as strategic pricing and revenue management, customer loyalty programs, proven communication mixes, and more!

Each chapter explores how to market services and the hospitality experience from both an academic and industry point of view.

Image of book cover for: Marketing Leadership in Hospitality and Tourism

Prentice Hall

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Partial List of Publications

From Wellness to Wellbeing: An Industry In Transition, Spa Business, 2024
The Hospitality Deficit In Healthcare, Physician Leadership Journal, 2024
Can Hospitality Cure the Woes of Healthcare?—Daily Nurse, 2024
Your Healthcare Experience Matters. And It's About To Change, Outcomes Rocket, 2024
How Hospitable Healthcare Can Improve the Patient Experience, Health Progress, 2024
The Difference Between Serving and Treating Patients, Concierge Medicine Today, 2024
Lessons From Hospitality: Building Patient Loyalty, Physicians Practice, 2023
Integrating Hospitality Principles into Healthcare, Navigating the Customer Experience, 2023
Revolutionizing Patient Care, Digital Health Talks, 2023
Why It's Controversial to Compare Healthcare and Hospitality, Healthcare Rap, 2023
Healthcare Hospitality, Healthcare Insights, 2023
The Business of Medicine, The Doctor Whisperer, 2023
The Need for Greater Patient Loyalty: A Lesson from the Hospitality Industry, Medical Economics, 2023
Hospitable Healthcare: Just What the Patient Ordered!—Indigo River Press/Simon & Schuster, 2023
Toward Hospitable Healthcare, International Journal of Hospitality Management, 2023
Implementing Brand Purpose as Intrinsic to the Brand, Journal of Brand Strategy, 2023
Medical Travel Brand Management (Chapter 18), Apple Academic Press, 2023
Patient Treatment Results, Cancer Treatment Centers of America Global, Inc. (2013-2018)
Travelhorizons, MMGY Global (quarterly since 2007)
Marketing Leadership in Hospitality & Tourism, Prentice Hall, 2006
Portrait of American Travelers, MMGY Global (annually since 1992)
Hospitality Marketing for the 90s, Cornell Quarterly, 1987
Marketing in the 1980s, Cornell Quarterly, 1980