000			01844nam a22001937a 4500
005			20230727152624.0
008			230727b |||||||| |||| 00| 0 eng d
020			_a9783031201677
082			_a362.1 _bPFA
245			_aHuman-centered service design for healthcare transformation: _bdevelopment, innovation, change
260			_bSpringer _aSwitzerland _c2023
300			_axvii, 466 p.
365			_aEURO _b99.99
520			_aThis 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 important part 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.
650			_aHospital trustees _913193
650			_aHospital administrators _913194
700			_aPfannstiel, Mario A. _912722
942			_cBK _2ddc
999			_c5427 _d5427