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Service Design and Service Thinking in Healthcare and Hospital Management - Theory, Concepts, Practice (Hardcover, 1st ed. 2019)
Loot Price: R2,434
Discovery Miles 24 340
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Service Design and Service Thinking in Healthcare and Hospital Management - Theory, Concepts, Practice (Hardcover, 1st ed. 2019)
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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.
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