EAN: 9783030007485

SERVICE DESIGN AND SERVICE THINKING IN HEALTHCA...

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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