Service Design and Service Thinking in Healthcare and Hospital Management
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Service Design and Service Thinking in Healthcare and Hospital Management : Theory, Concepts, Practice

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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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Product details

  • Hardback | 535 pages
  • 155 x 235 x 30.23mm | 992g
  • Cham, Switzerland
  • English
  • 1st ed. 2019
  • 114 Illustrations, color; 18 Illustrations, black and white; XVII, 535 p. 132 illus., 114 illus. in color.
  • 3030007480
  • 9783030007485
  • 723,938

Back cover copy

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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Table of contents

Preface.- Service Design as a Transformational Driver Toward Person-centered Care in Healthcare (Lisa Malmberg, Vanessa Rodrigues, Linda Lannerstroem, Katarina Wetter-Edman, Josina Vink, Stefan Holmlid).- Changing the Rules of the Game in Healthcare Through Service Design (Josina Vink, Maira Prestes Joly, Katarina Wetter-Edman, Bard Tronvoll, Bo Edvardsson).- Using Small-Step Service Design Thinking to Create and Implement Services that Improve Patient Care (Brenda Gleason, Jennifer Bohn).- Service Innovation by Patient-Centric Innovation Processes (Christophe Vetterli, Corinne Scherrer).- Service Design During the Later Development Phases: Introducing a Service Design Roadmapping Approach (Frida Almqvist).- Innovation in Service Design Thinking (Lesley A. Clack, Rachel L. Ellison).- The Use of Tangible Tools as a Means to Support Co-design During Service Design Innovation Projects in Healthcare (Karianne Rygh, Simon Clatworthy).- Investigating the `In-betweeness' of Service Design Practitioners in Healthcare (Jonathan Romm, Josina Vink).- Service Design Empowering Innovative Communities Within Healthcare (Stuart G. Bailey, Karen L. Bell, Hans Hartung).- A Design Perspective on Future Healthcare Services for the Home Environment (Geke D. S. Ludden, Anna Vallgarda).- Co-creative Service Design in Municipal Health Services: Reflections and Lessons Learned from a Design Education Perspective (Marikken Hoiseth).- Evaluating Co-Production in Mental Health Services as a Support for Co-Design Activities (Francesca Foglieni, Federica Segato, Daniela Sangiorgi, Marta Carrera).- Strategic Design Abilities for Integrated Care Innovation (Rafael Canales Duron, Lianne Simonse, Maaike Kleinsmann).- Designing the Function of Health Technology Assessment as a Support for Hospital Management (Gabriele Palozzi, Camilla Falivena, Antonio Chirico).- It Takes More than A Village-Leveraging Globalized Information, Knowledge and Resources to Design Services Tailored to an Accountable Health Community for Mental Health (Patricia Alafaireet, Howard Houghton).- Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts (Juha Kronqvist, Teemu Leinonen).- Mapping an Ambient Assisted Living Service as a Seamful Cross-channel Ecosystem (Bertil Lindenfalk, Andrea Resmini).- 4D Wireframing as a Tool for Integrating Digital with Physical Touchpoints for an Elevated Patient Experience (Florian Vollmer).- Managing Complex Patient Journeys in Healthcare (Ragnhild Halvorsrud, Annette Lund Lillegaard, Mette Rohne and Andreas Momme Jensen).- Design for Social Innovation as Designing for Service: The Case of Active Aging in Brazil (Carla Cipolla, Maira Prestes Joly, Beatriz Watanabe, Fernanda Benevides Zanela, Marcia Fernandes Tavares).- Service Design Methods: Knowledge Co-production in Health and Social Care (Alison Prendiville).- Why Hospitals Need Service Design (Kristine Rise Fry).- Neonatal Care Unit: Special Care for Babies (Moema Loures).- Alarm in the ICU! Envisioning Patient Monitoring and Alarm Management in Future Intensive Care Units (Elif OEzcan, Dilip Birdja, Lianne Simonse, Ard Struijs).- Patient Self-service Paradigms in Hospital and Healthcare Service Design Settings (Jenny Darzentas, Helen Petrie).- Flying Drones to Exchange Lab Samples: Service Innovation by the Swiss Multisite Hospital EOC (Federico Umberto Mion).- Service Designing a New Hospital for the Lapland Hospital District (Satu Miettinen, Mira Alhonsuo).- Health Services Design Based on Innovations in Two Hospitals in Mexico (Leonel Corona-Trevino, Constanza Marquez-Aguilar, Eva Tecuanhuey-Sandoval).- Dealing with Different Cultures: Overcoming Challenges of Service Design in a Multicultural World (Neena Gupta-Biener, Sanjeev Kanoria, Karin Messer-Misak).
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About Mario A. Pfannstiel

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, Alcala de Henares and Osnabruck. 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.
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