... that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors. Health care Market segmentation Co-creation New service development Modularization Service design Healthcare...

...Timothy J. Vogus; Laura E. McClelland; Yuna S.H. Lee; Kathleen L. McFadden; Xinyu Hu Purpose Health care delivery is experiencing a multi-faceted epidemic of suffering among patients and care providers. Compassion is defined as noticing, feeling and responding to suffering. However, compassion...

... crystallizes the underlying tensions between models and approaches to try to maximize effectiveness. Breaking down an overarching tension in a major industry, health care, into sub-tensions that can be described and analyzed makes differing definitions and priorities, tradeoffs and unintended consequences...

...Janet R. McColl-Kennedy; Hannah Snyder; Mattias Elg; Lars Witell; Anu Helkkula; Suellen J. Hogan; Laurel Anderson Purpose The purpose of this paper is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role...

...) context, remote services (RSs) are an example of this emerging type of technology-mediated service. RSs are often provided without customer-provider contact for diagnostics, repair, and maintenance purposes in B-to-B industries such as information technology, medical health care, and mechanical...

... additional value for consumers (Boudreau, 2012). For each system, evolutionary principles determine which applications and providers ultimately survive and which do not (Boudreau, 2012). Service Innovation Consumer behaviour Health care Hospitality industry Mobile communication systems...

...Rohit Verma; Mattias Elg; Jon Engström; Lars Witell; Bozena Poksinska Purpose The purpose of this study is to develop and evaluate a model for patient co‐creation and learning based on diaries for use in health‐care service development. In particular, the study aims to investigate the process...

... to be superfluous. Now, however, many doctors, especially in large cities, are facing intensifying competition brought on by health care reforms, growth in private health care insurance, and an increasingly affluent consumer base. This means that to keep existing patients, doctors need to pay attention to service...

... and CQI in health care is discussed in a review of European quality initiatives[ 15 ] and in a report of early health care quality projects[ 13 ]. All of the hospitals studied in the research reported here described themselves as implementing a TQM programme. One of the aims of the research...

... in a health care setting where both nurses and patients are surveyed. Customer orientation is measured using a modified SOCO scale adapted to a hospital context. Finds significant differences between the nurses’ and patients’ mean scores for the customer orientation scale (COS). Discusses an analysis of scale...

... as follows. First, we note that employee retention is assumed influenced by whether they are satisfied or delighted overall: 1. ER = f₁ (OS, OD) © MCB UP Limited 1996 Customer satisfaction Employees Employee attitudes Health care Retention Employee...

...Curtis P. McLaughlin Highlights that one service industry in the USA ‐ health care ‐ has accepted high inherent rates of variation into its process designs. Notes that, increasingly, health care industry leaders recognize that elimination of unnecessary variation is a necessary...

... underlying assumptions and concepts. Also describes some specific characteristics of the quality construct in the health‐care sector. Explores the dimensionality of the service‐quality construct using the SERVQUAL instrument. Also describes the Access concept, which is widely used in the health‐care...