Human-Centered Service Design for Healthcare Transformation

Anglický jazyk

Human-Centered Service Design for Healthcare Transformation

Vydavateľstvo: Springer International Publishing
Rok vydania: 2023
Formát: Hardback
Rozmer: 241 x 160 mm
Jazyk: Anglický jazyk
ISBN: 9783031201677

Na objednávku

108.89 €

bežná cena: 120.99 €

O knihe

This 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.