Editors:
- Examines the nature of service design and service thinking in healthcare and hospital management
- Highlights healthcare services that are desirable for customers, and effective for healthcare providers
- Discusses service-oriented innovations, strategic shifts and policymaking in the healthcare and hospital sector
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Table of contents (29 chapters)
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Front Matter
About this book
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 touchpointsand 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.
Editors and Affiliations
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Department of Healthcare Management, Neu Ulm University of Applied Sciences, Neu-Ulm, Germany
Mario A. Pfannstiel
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Management, Professional Services and Sports Economics, University of Potsdam, Potsdam, Germany
Christoph Rasche
About the editors
Prof. Dr. Mario A. Pfannstiel is a researcher and lecturer in the field of healthcare service management at the University of Applied Sciences in Neu-Ulm, Germany. He is the program director of the Digital Healthcare Management Master's program. His current research interests focus on innovative services, service design, service business model innovation, artificial intelligence in healthcare service delivery and innovation and technology management.
Christoph Rasche is the Chair of Professional &Corporate Services at the University of Potsdam, Germany. Professor Rasche teaches strategic and general management in national and international MBA programs with a special focus on the healthcare and hospital industry. His main research areas are strategic and general management in the healthcare & hospital sector, which is currently experiencing an era of professional value creation based on a strong management and leadership focus.
Bibliographic Information
Book Title: Service Design and Service Thinking in Healthcare and Hospital Management
Book Subtitle: Theory, Concepts, Practice
Editors: Mario A. Pfannstiel, Christoph Rasche
DOI: https://doi.org/10.1007/978-3-030-00749-2
Publisher: Springer Cham
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: Springer Nature Switzerland AG 2019
Hardcover ISBN: 978-3-030-00748-5Published: 14 January 2019
eBook ISBN: 978-3-030-00749-2Published: 28 December 2018
Edition Number: 1
Number of Pages: XVII, 535
Number of Illustrations: 18 b/w illustrations, 114 illustrations in colour
Topics: Health Care Management, Public Health, Health Economics, Services