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Service Design and Service Thinking in Healthcare and Hospital Management

Theory, Concepts, Practice

Editors: Pfannstiel, Mario A., Rasche, Christoph (Eds.)

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  • 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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eBook $79.99
price for USA in USD (gross)
  • ISBN 978-3-030-00749-2
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $99.99
price for USA in USD
  • ISBN 978-3-030-00748-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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 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.


About the authors

Mario A. Pfannstiel is a researcher and lecturer in the field of hospital and healthcare management at the University of Applied Sciences in Neu-Ulm, Germany. He holds a PhD from the Faculty of Social Sciences and Economics of the University of Potsdam, a diploma in Social Management with a focus on Finance Management from the University of Applied Sciences in Nordhausen, an MSc degree in Patient Management from Dresden International University and an MA in Healthcare and Social Facilities Management from the Technical University of Kaiserslautern and the University of Witten/Herdecke. He worked as an executive assistant to the medical director at the Heart Centre Leipzig in Germany. At the University of Bayreuth he worked as a research associate at the Department of Strategic Management and Organization. Pfannstiel's research includes numerous articles, journals and books on management in the healthcare and hospital industry (Service Business Model Innovation in Healthcare and Hospital Management, 2017, Springer with Christoph Rasche). His current research interests focus on service management, digitalization of services, service business model innovation, service design, service thinking and innovative services.

Christoph Rasche is the Chair of Professional & Corporate Services at the University of Potsdam, Germany. He has also been a Visiting Professor at the Universities of Innsbruck, Alcalá de Henares and Osnabrück. Rasche teaches strategic and general management in national and international MBA programs with a special focus on the healthcare and hospital industry. Formerly he consulted for Droege International AG and was a co-founder of Stratvanguard and the General Management Institute Potsdam. 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. Practically, he consults for major healthcare players and is actively involved in executive trainings for clients, ranging from corporate universities to MBA and PhD programs for healthcare professionals.

Table of contents (29 chapters)

Table of contents (29 chapters)
  • Service Design as a Transformational Driver Toward Person-Centered Care in Healthcare

    Pages 1-18

    Malmberg, Lisa (et al.)

  • Changing the Rules of the Game in Healthcare Through Service Design

    Pages 19-37

    Vink, Josina (et al.)

  • Using Small Step Service Design Thinking to Create and Implement Services that Improve Patient Care

    Pages 39-53

    Gleason, Brenda (et al.)

  • Service Innovation by Patient-Centric Innovation Processes

    Pages 55-67

    Vetterli, Christophe (et al.)

  • Service Design During the Later Development Phases: Introducing a Service Design Roadmapping Approach

    Pages 69-84

    Almqvist, Frida

Buy this book

eBook $79.99
price for USA in USD (gross)
  • ISBN 978-3-030-00749-2
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $99.99
price for USA in USD
  • ISBN 978-3-030-00748-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

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
Copyright
2019
Publisher
Springer International Publishing
Copyright Holder
Springer Nature Switzerland AG
eBook ISBN
978-3-030-00749-2
DOI
10.1007/978-3-030-00749-2
Hardcover ISBN
978-3-030-00748-5
Edition Number
1
Number of Pages
XVII, 535
Number of Illustrations
18 b/w illustrations, 114 illustrations in colour
Topics