Abstract

Historically, hospital institutions came out of the Middle Ages. The unfortunates who found themselves in these places included the poor, pilgrims, travelers, old and the orphaned. Started by Christians to take care of their own monks, hospitals were the epitome of charity and hospitality to its consumers. The purpose of this paper is to use the Gap Theory to explore the nurse-patient relationship within a hospitality setting. This information will be used to clarify points within patients' hospital stays that could have an effect on the patients' intent to return or recommend the institution. Four key attributes were discovered through the review of literature that can help nurses and patients enhance the therapeutic relationship. Trust, hospitableness, flexibility and activation are all attributes that must be present in this relationship for it to reach the full potential. Comprehensive trainings done often can help hospitals keep their nurses and other medical staff updated and educated on these attributes. Literature supports the possibility that hospitals would benefit from an added position: the Hospitality Ambassador. This person would be able to take on non-clinical roles to help relieve the burden of the nursing staff while providing the personalized service that patients have come to expect.

Notes

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Thesis Completion

2011

Semester

Spring

Advisor

Iskat, Wilfred

Degree

Bachelor of Science (B.S.)

College

Rosen College of Hospitality Management

Degree Program

Hospitality Management

Subjects

Dissertations, Academic -- Hospitality Management;Hospitality Management -- Dissertations, Academic

Location

Rosen College of Hospitality Management

Format

PDF

Identifier

CFH0003795

Language

English

Access Status

Open Access

Length of Campus-only Access

None

Document Type

Honors in the Major Thesis

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