Hospitality as a concept has relevance across many industries of service provision, including the health care sector. The COVID-19 pandemic has had a major impact on the way in which patients access health care from their service providers. In this study, Dr. Wei Wei and Dr. Yun Ying (Susan) Zhong build a predictive model outlining the most important factors in enabling patients to experience positive emotional outcomes during telemedicine encounters.

Original Article

Cheng, Y., Wei W, Zhong, Y., & Zhang, L. (2020). The empowering role of hospitable telemedicine experience in reducing isolation and anxiety: evidence from the COVID-19 pandemic. International Journal of Contemporary Hospitality Management, 33(3), pp. 851- 872. Available at: https://doi.org/10.1108/IJCHM-07-2020-0786