What hospitals can learn from the hospitality industry – The operational perspective

In a previous contribution to EHL Insights, we elaborated on the parallels between the hospitality and healthcare industries. We looked at what hospitals can learn from the hospitality industry at a strategic level. In this follow-up piece we take a look at the potential for learning at the operational level. Like hotels, hospitals have a back-of-the-house and a front-of the-house logic.