Publicação
Examining the influence of multi-sensory marketing techniques on customer experience and perceived service quality in the paediatric department of Hospital da Luz Lisboa
| datacite.subject.fos | Ciências Sociais::Economia e Gestão | pt_PT |
| dc.contributor.advisor | Redondo, Eduardo | |
| dc.contributor.author | Chaves, João Carlos Nunes de Almeida | |
| dc.date.accessioned | 2025-02-27T17:36:42Z | |
| dc.date.available | 2025-02-27T17:36:42Z | |
| dc.date.issued | 2024-11-22 | |
| dc.date.submitted | 2024-11-22 | |
| dc.description.abstract | This research explores the influence of multi-sensory marketing on perceived service quality within the paediatric department of Hospital da Luz Lisboa. Grounded in sensory marketing theory, it investigates how visual, auditory, olfactory, and tactile stimuli influence the well-being of paediatric patients and their caregivers. Employing a qualitative ethnographic approach, data were collected through observations, focus groups, and interviews. Thematic analysis reveals that sensory elements alleviate anxiety, enhance comfort, and positively influence perceptions of care quality and waiting time experiences. The findings underscore the strategic value of sensory interventions in fostering patient-centred care, perceived service excellence, and a strong healthcare brand identity in paediatric settings. | pt_PT |
| dc.identifier.tid | 203867734 | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10362/179919 | |
| dc.language.iso | eng | pt_PT |
| dc.relation | UID/ECO/00124/2013 | pt_PT |
| dc.subject | Multi-sensory marketing | pt_PT |
| dc.subject | Sensory stimuli | pt_PT |
| dc.subject | Customer experience | pt_PT |
| dc.subject | Perceived service quality | pt_PT |
| dc.subject | Paediatric department of Hospital da Luz | pt_PT |
| dc.title | Examining the influence of multi-sensory marketing techniques on customer experience and perceived service quality in the paediatric department of Hospital da Luz Lisboa | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | A Work Project presented as part of the requirements for the Award of an Executive Master’s degree in Marketing and Strategy from the Nova School of Business and Economics | pt_PT |