Viewing service behaviour through a hospitality lens enables innovative ways of understanding and improving health care experiences.This research explores aged care professionals’ communication when interacting with older people in aged care. A published model of service language derived from a hotel setting (Scerri, Jenkins, & Lovell, 2017) is being applied and extended as a hospitality lens. The framework shows how customer service unfolds through interpersonal communication and can be used to improve customer experiences in different contexts. This project sits within the Centre for Organisational Change and Agility at Torrens University Australia.
|Short title||Exploring spoken communication in aged care|