Service Design and Service Thinking in Healthcare and Hospital Management - Theory, Concepts, Practice (Hardcover, 1st ed. 2019)

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.

General

Imprint:	Springer Nature Switzerland AG
Country of origin:	Switzerland
Release date:	2019
First published:	2019
Editors:	Mario A Pfannstiel • Christoph Rasche
Dimensions:	235 x 155 x 37mm (L x W x T)
Format:	Hardcover
Pages:	535
Edition:	1st ed. 2019
ISBN-13:	978-3-03-000748-5
Categories:	Books > Medicine > General issues > Health systems & services > Hospital administration & management
LSN:	3-03-000748-0
Barcode:	9783030007485

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