Medical tourism and wellness

MEDICAL TOURISM

AND WELLNESS

Hospitality Bridging Healthcare (H2H)©

MEDICAL TOURISM

AND WELLNESS

Hospitality Bridging Healthcare (H2H)©

Edited by

Frederick J. DeMicco, PhD, RD

Foreword by Shirley Weis

Former Chief Administrative Officer, The Mayo Clinic

Advances in Hospitality and Tourism

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Library and Archives Canada Cataloguing in Publication

Medical tourism and wellness : hospitality bridging healthcare (H2H) / edited by Frederick J.

DeMicco, PhD, RD.

Includes bibliographical references and index.

Issued in print and electronic formats.

ISBN 978-1-77188-505-8 (hardcover).--ISBN 978-1-315-36567-1 (PDF)

1. Medical tourism. 2. Medical care. 3. Hospitality industry. I. DeMicco, Frederick author,

editor

RA793.5.M43 2017 362.1 C2016-907925-2 C2016-907926-0

Library of Congress Cataloging-in-Publication Data

Names: DeMicco, Frederick, editor.

Title: Medical tourism and wellness : hospitality bridging healthcare (H2H) / editor, Frederick

J. DeMicco.

Description: Toronto ; New Jersey : Apple Academic Press, [2017] | Includes bibliographical

references and index.

Identifiers: LCCN 2016054876 (print) | LCCN 2016055679 (ebook) | ISBN 9781771885058

(hardcover : alk. paper) | ISBN 9781315365671 (eBook)

Subjects: | MESH: Medical Tourism

Classification: LCC RA793.5 (print) | LCC RA793.5 (ebook) | NLM W 81 | DDC 362.1--dc23

LC record available at https://lccn.loc.gov/2016054876

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DEDICATION

Thank you to the wonderful, caring, courageous, smart and

forward thinking DeMicco Ladies in my Life

ABOUT THE EDITOR

Frederick J. DeMicco, PhD, RD

Frederick J. DeMicco, PhD, RD, MS PH, CGSP, is a Full Professor and

holds the Aramark Endowed Chair in the Department of Hospitality Busi￾ness Management at the University of Delaware. Formerly, he was Associate

Director in the School of Hotel, Restaurant and Recreation Management

at Penn State University, where he was Professor-in-Charge of the HRIM

undergraduate and graduate programs for five years. He also holds the Conti

Distinguished Professorship at the Pennsylvania State University, Univer￾sity Park, PA.

Dr. DeMicco’s research and scholarship interests are in international

strategic management, and hospitality leadership and Innovation. He has

worked on projects with the Aramark Corporation for the last four Summer

Olympics (Atlanta, Australia, Athens, and Beijing). He is on the editorial

board of the Hospitality Research Journal, as well as author and co-author

of more than 100 publications in the area of hospitality and tourism manage￾ment. Dr. DeMicco is ranked 12th among the 119 most cited international

hospitality faculty, and he is tied for 37th (with Harvard’s Michael Porter) as

a scholar most cited by hospitality education faculty.

He has sat on the boards of the Delaware Restaurant Association, the

Delaware Hotel & Lodging Association, and International CHRIE. He was

President of ICHRIE NENA.

Dr. DeMicco has taught and conducted research in Europe, Scandi￾navia, South America, Australia/NZ, China, and the Caribbean (including

cruise ships). He has co-authored, with James Keiser, Cihan Cobanoglu

with Robert N. Grimes, the textbook Contemporary Management Theory:

Controlling and Analyzing Costs in Foodservice Operations (5th edition).

The book is used at approximately 100 CHRIE-affiliated universities and

has been translated into Japanese. He is also the first author of Restaurant

Management: A Best Practices Approach with publisher Kendall-Hunt. Dr.

DeMicco is also a co-author with Dr. Marvin Cetron and Owen Davies for

the book Hospitality 2015: The Future of Hospitality and Tourism, which

looks at trends for the tourism hospitality and travel industry.

In 2008, Dr. DeMicco received the AH&LA Educational Institute’s

Lamp of Knowledge Award for Outstanding United States Educator.

viii About the Editor

Lodging Magazine honored Dr. DeMicco as the Lodging Industry’s Top

Education Innovator for 2006.

Dr. DeMicco completed his PhD in Hotel, Restaurant, and Institutional

Management at Virginia Polytechnic Institute and State University under

major Professor Dr. Michael D. Olsen. In 1996, he completed a sabbatical

in Hotel Management at Walt Disney World, Florida. Dr. DeMicco also

obtained a Ducktorate Degree from Disney University, Orlando Florida.

List of Contributors.....................................................................................xiii

List of Abbreviations.................................................................................... xv

Advances in Hospitality and Tourism Book Series .................................... xvii

About the Series Editor............................................................................... xix

Foreword by Shirley Weis, former Chief Administrative Officer,

Mayo Clinic................................................................................................. xxi

Prologue.................................................................................................... xxiii

Preface ........................................................................................................xxv

Part I: Introduction and Overview of Hospitality Bridging

Healthcare (H2H): Medical Tourism and Wellness................................1

1. Introduction.....................................................................................................3

Frederick J. DeMicco

2. Introduction to the Phenomenon of “Medical Tourism”...........................19

Dan Cormany

Part II: A Systems Model for Hospitality Bridging Healthcare

(H2H) as a Driver for High Quality Patient/Guest

Service Delivery.........................................................................................45

3. Using the System Model to Describe the Workings of the

Mayo Clinic for Medical Tourism................................................................47

Frederick J. DeMicco and Dongqiong Patty Luo

4. An Overview of the Affordable Care Act and the Importance

of Bringing Hotel/Hospitality Quality Services to Healthcare..................75

Barbara Otto-Bedard and Frederick J. DeMicco

5. A Disney Approach to Medical Tourism and Wellness..............................95

Frederick J. DeMicco

6. Improving the Health Care: The Patient/Guest Experience Academy... 103

Frederick J. DeMicco and Ali Poorani

7. Bringing Hotel Hospitality Service Skills to Healthcare:

CONTENTS

x Contents

The Guest Service Gold Training Program from the Educational

Institute of the American Hotel & Lodging Association..........................115

Frederick J. DeMicco

8. Health Communication: Insights for Quality Hospitality

Bridging Healthcare (H2H) Delivery in Medical Tourism......................127

Alicia M. Mason and Elizabeth Spencer

9. The Medical Spa in Healthcare: Exploring the Role of the

Registered Dietitian.....................................................................................147

Allison Mast and Frederick J. DeMicco

10. Domestic Medical Tourism: A Neglected Dimension of

Medical Tourism Research.........................................................................159

Simon Hudson and Xiang (Robert) Li

11. Evaluating the Performance of the Hotels in the Vicinity of the

Selected World’s Prominent Hospitals: An Empirical

Research Project .........................................................................................183

Erfan Rezvani and Frederick J. DeMicco

12. Future Trends in Medical Tourism and Wellness: Club Med or

Club Medic? ................................................................................................225

Frederick J. DeMicco, Erfan Rezvani, and Jingyan Wang

13. A Cottage Industry Emerging in Medical Tourism:

Medical Cannabis Tourism ........................................................................257

Scott Giannotti

Part III: Case Studies and Best Practices in Hospitality

Bridging Healthcare................................................................................277

14. New Innovations in Medical Tourism and Wellness in Europe:

Switzerland..................................................................................................279

Frederick J. DeMicco

15. Best “Experience” Practices in Medical Tourism ....................................289

Mengyu Li (Molly) and Frederick J. DeMicco

16. Medical Tourism and Information Technology........................................299

Frederick J. DeMicco and Mike Teng

17. Case Study: Medical Tourism—Recovery, Rainforests, and

Restructuring: Opportunities for Hotels Bridging Healthcare (H2H) ... 339

Frederick J. DeMicco

Contents xi

18. Case Study: Providing the Comforts of Home for Patients and

Families of Geisinger Medical Center.......................................................351

Plato Ghinos

19. The Branding of Medical Tourism in China: A Snapshot

Using a Strategic Model Analysis ..............................................................359

Ali Poorani and Nan Jiang

20. Medical Tourism Today and in the Future for China..............................369

Nan Jiang and Ali Poorani

21. Trends in Medical Tourism in South Korea .............................................415

Jiseon Ahn, Ki-Joon Back, and Jungkun Park

Index.....................................................................................................................431

Jiseon Ahn

Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, TX

77004, United States.

Ki-Joon Back

Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, TX

77004, United States.

Dan Cormany

San Jose State University, California, United States. E-mail: [email protected].

Frederick J. DeMicco

Department of Hospitality Business Management (formerly the Department of Hotel, Restaurant &

Institutional Management), Lerner College of Business & Economics, University of Delaware, Newark,

DE 19716, United States. E-mail: [email protected].

Plato Ghinos

Shaner Hotel Group, State College, PA 16803, United States.

Scott Giannotti

The Cannabis and Hemp Association, New York, NY, United States. E-mail: [email protected].

Simon Hudson

The University of South Carolina, Columbia, SC 29208, United States. E-mail: [email protected].

Nan Jiang

Lerner College of Business & Economics, University of Delaware, Newark, DE 19716, United States.

Xiang (Robert) Li

The University of South Carolina, Columbia, SC 29208, United States.

Mengyu Li (Molly)

Department of Hospitality Business Management, The University of Delaware, Newark, DE 19716,

United States.

Alicia M. Mason

Pittsburg State University, Pittsburg, KS 66762, United States. E-mail: [email protected].

Allison Mast

Department of Nutrition and Dietetics at the University of Delaware, Newark, DE 19716, United States.

Barbara Otto-Bedard

Revenue Cycle Consultant, Healthcare, Salisbury MD, United States. E-mail: [email protected].

Jungkun Park

College of Technology (RCS), University of Houston, Houston, TX 77004, United States.

Dongqiong Patty Luo

Department of Hospitality Business Management (formerly the Department of Hotel, Restaurant &

Institutional Management), Lerner College of Business & Economics, University of Delaware, Newark,

DE 19716, United States.

LIST OF CONTRIBUTORS

xiv List of Contributors

Ali Poorani

Department of Hospitality Business Management, The University of Delaware, Newark, DE 19716,

United States. E-mail: [email protected].

Erfan Rezvani

Department of Hospitality Business Management (formerly the Department of Hotel, Restaurant &

Institutional Management), Lerner College of Business & Economics, University of Delaware, Newark,

DE 19716, United States.

Elizabeth Spencer

Pittsburg State University, Pittsburg, KS 66762, United States.

Mike Teng

Department of Hospitality Business Management (formerly the Department of Hotel, Restaurant &

Institutional Management), Lerner College of Business & Economics, University of Delaware, Newark,

DE 19716, United States.

Jingyan Wang

University of Delaware, Newark, DE 19716, United States.