Service Design and Service Thinking in Healthcare and Hospital Management
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
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Service Design and Service Thinking in Healthcare and Hospital Management Theory, Concepts, Practice
Service Design and Service Thinking in Healthcare and Hospital Management
Mario A. Pfannstiel • Christoph Rasche Editors
Service Design and Service Thinking in Healthcare and Hospital Management Theory, Concepts, Practice
Editors Mario A. Pfannstiel Department of Healthcare Management Neu Ulm University of Applied Sciences Neu-Ulm, Germany
Christoph Rasche Management, Professional Services and Sports Economics University of Potsdam Potsdam, Germany
ISBN 978-3-030-00748-5 ISBN 978-3-030-00749-2 https://doi.org/10.1007/978-3-030-00749-2
(eBook)
Library of Congress Control Number: 2018966866 # Springer Nature Switzerland AG 2019 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
Service design and service thinking display the platform of contemporary service management incorporating the seeds of business model innovation. The servicebased view of the firm not only accentuates the touchpoints of customer-based service perception but also reflects the corporate perspective co-value generation when actively taking the value contributions of the customer into consideration. Adopting a managerial or entrepreneurial standpoint service design in health care encompasses all value chain activities needed to satisfy B2B and B2C customers in an efficient, effective and innovative way. While service design circles around the configuration aspects of (networked) service architectures that economize on service assets, service processes and final service delivery with respect to time, quality, convenience and competitive prices, service thinking is about new business development and innovation in the ser
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