Turning the Titanic: Creating Consumer-Centric Cultures and Improved Consumer Experience in Large, Established Health Care Systems
Increased consumer choice and major disrupters are changing health care. As entrenched systems respond to consumer demand for better experiences, they can find organizational change akin to “turning the Titanic”. This study looks at five major health care systems and finds practices that work for transitioning to a consumer-centric culture.
Gregory Carpenter, Beth Leavenworth DuFault, Ashlee Humphreys, and Lez Ecima Trujillo Torres (2018) ,"Turning the Titanic: Creating Consumer-Centric Cultures and Improved Consumer Experience in Large, Established Health Care Systems", in NA - Advances in Consumer Research Volume 46, eds. Andrew Gershoff, Robert Kozinets, and Tiffany White, Duluth, MN : Association for Consumer Research, Pages: 50-56.
Gregory Carpenter, Northwestern University, USA
Beth Leavenworth DuFault, University at Albany
Ashlee Humphreys, Northwestern University - Medill, USA
Lez Ecima Trujillo Torres, University of Illinois at Chicago, USA
NA - Advances in Consumer Research Volume 46 | 2018
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