ABSTRACT
Healthcare organizations are in the early stages of customer experience maturity. ere’s very little customer delight in medical tourism, and the index is likely very low in healthcare service delivery overall. Across dierent interaction types and dierent channels, very few hospitals in medical tourism regularly delight customers. If they did, there would be numerous published studies, the legitimate media (not press releases and social media blog posts) would be echoing the „ndings, and customers and employers would be clamoring for appointments instead of fearful and apprehensive about the health travel and destination medicine complex.
