Journal of Tourism & Hospitality
Open Access

Plehn N

Publications

• Research Article
  Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis
  Author(s): Plehn N, Folkert L, Meissner A and Plehn G* Plehn N, Folkert L, Meissner A and Plehn G*
  
  Introduction: Medical tourism is a steadily growing market in Germany and has a great value of economic interest. Although the majority of patients come from Russia, little information on the needs and expectations of this patient group exists. Methods: Based on the Kano model which is an established research tool for assessing customer’s expectations in industry and healthcare, an online questionnaire was constructed. Based on literature review and an interview with a leading medical tourist agency 15 relevant service requirements were identified. Participant recruitment was accomplished via social media platforms and email invitation of Russian patients who have already received care in Germany. A typical stepwise analysis was performed after the Kano categories were derived for each requirement. As a supplementary aspect an analysis of the relative importance and satisfaction.. View More»
  DOI: 10.4172/2167-0269.1000208

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