1st ed. 2019 edition
by Mario A. Pfannstiel (Editor), Christoph Rasche (Editor)
This book examines the nature of service design and service thinking
in healthcare and hospital management. By adopting both a service-based
provider perspective and a consumer-oriented perspective, the book
highlights various healthcare services, methods and tools that are
desirable for customers and effective for healthcare providers. In
addition, readers will learn about new research directions, as well as
strategies and innovations to develop service solutions that are
affordable, sustainable, and consumer-oriented. Lastly, the book
discusses policy options to improve the service delivery process and
customer satisfaction in the healthcare and hospital sector.
The
contributors cover various aspects and fields of application of service
design and service thinking, including service design processes, tools
and methods; service blueprints and service delivery; creation and
implementation of services; interaction design and user experience;
design of service touchpoints and service interfaces; service excellence
and service innovation. The book will appeal to all scholars and
practitioners in the hospital and healthcare sector who are interested
in organizational development, service business model innovation,
customer involvement and perceptions, and service experience.
