Book
Service design and service thinking in healthcare and hospital management : theory, concepts, practice / Mario A. Pfannstiel, Christoph Rasche, editors.
Record details
- ISBN: 9783030007485
- ISBN: 3030007480
- Physical Description: xvii, 535 pages ; 24 cm.
- Publisher: Cham, Switzerland, Springer, [2019]
Content descriptions
| Bibliography, etc. Note: | Includes bibliographical references. |
Search for related items by subject
| Subject: | Health facilities > Business management. |
Available copies
- 1 of 1 copy available at Emily Carr University of Art + Design.
Holds
- 0 current holds with 1 total copy.
Other Formats and Editions
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Circulation Modifier | Holdable? | Status | Due Date | Courses |
|---|---|---|---|---|---|---|---|---|
| Emily Carr University of Art + Design | RA971.3 .S47 2019 (Text) | 30240073 | Book | Volume hold | Available | - |
- Springer Publishing
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.
