The EEE – emotion, expression and experience in service utility of healthcare

Hospital is a challenging world by itself, decision making process and consumerism in a health sector, varies largely and influential factors are most often the situation the consumer faces. This paper on a study about the role emotions of patients in purchase decision making during hospital visits under two situations-routine and emergency scenarios. Samples were taken from OP patients and ICU patients. The findings indicate a fine line of difference in decision making by patients and the role emotional variable clearly elicited. Measures as to how to bridge this emotional imbalance has been suggested which would facilitate your consumers to make a wise & healthy choice and give them a rich experience with every visit. Hence it‘s a journey you the consumer's and we the health care providers should take joining our hands, to see a healthier tomorrow…!