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OverviewThis book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an importantpart of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience. Full Product DetailsAuthor: Mario A. PfannstielPublisher: Springer International Publishing AG Imprint: Springer International Publishing AG Edition: 1st ed. 2023 Weight: 0.735kg ISBN: 9783031201707ISBN 10: 3031201701 Pages: 466 Publication Date: 28 January 2024 Audience: Professional and scholarly , College/higher education , Professional & Vocational , Postgraduate, Research & Scholarly Format: Paperback Publisher's Status: Active Availability: Manufactured on demand We will order this item for you from a manufactured on demand supplier. Table of ContentsReviewsAuthor InformationProf. Dr. Mario A. Pfannstiel is a researcher and lecturer in the field of healthcare service management at the University of Applied Sciences in Neu-Ulm, Germany. He is the program director of the Digital Healthcare Management Master's program. His current research interests focus on innovative services, service design, service business model innovation, artificial intelligence in healthcare service delivery, and innovation and technology management. Tab Content 6Author Website:Countries AvailableAll regions |