Feel-Good Medicine: How the Customer Metaphor Is Undermining the American Healthcare System

Greater commercialization and customerization of the American healthcare industry have not brought the benefits that were promised, despite claims supporting that idea. As a philosophical matter, it is highly questionable whether treating healthcare as a scarce resource to be allocated by market forces will bring the kind of quality and equity that one would expect of a civilized nation’s healthcare system. As a practical matter, consumer-driven healthcare, with its emphasis on keeping patient-customers happy, has had numerous unintended consequences, including the growing abdication of their professional responsibilities by physicians.


James Hutton (2006) ,"Feel-Good Medicine: How the Customer Metaphor Is Undermining the American Healthcare System", in AP - Asia-Pacific Advances in Consumer Research Volume 7, eds. Margaret Craig Lees, Teresa Davis, and Gary Gregory, Sydney, Australia : Association for Consumer Research, Pages: 169-173.


James Hutton, Fairleigh Dickinson University, USA


AP - Asia-Pacific Advances in Consumer Research Volume 7 | 2006

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