Improvement of Medical Tourism Service Using Service Design: Focused on Chinese Customers in the H Medical Center

초록

The purpose of this study is to detect problems of the medical tour service and refine them in terms of the Chinese tourist especially who visit Korea for plastic surgery. The service design process of the study is described with the double diamond diagram. There are four steps in this model; discover, define, develop, and deliver is research results, the H medical center is advised to improve some parts in the process of the medical service provision. Then, the scheme of the improvement is visualized by the service design toolkits. According to the findings of this research, the weak points of the current medical service to Chinese customers in Korean hospitals are discovered. The constructive advice which is for the future development is also demonstrated. While offering the satisfying service to the Chinese customers, the Korean hospitals will also enjoy the economic benefits from the WIN-WIN effect.