Improving Service Provision - The Health Care Services' Perspective

Vera Winter; Mette Kjærgaard Thomsen; Jonas Schreyögg; Katharina Blankart; Lize Duminy; Lukas Schoenenberger; John P. Ansah; David Matchar; Carl Rudolf Blankart; Eva Oppel; and Ulrich Thy Jensen

doi:10.15358/2511-8676-2019-4-163

Contents
- Chapter Expand | CollapseAuthorsPage
- 161–161 Titelei/Inhaltsverzeichnis 161–161
- 162–162 Editorial Martin Benkenstein Martin Benkenstein 162–162
- 163–222 Research Articles 163–222
  - 163–183 Improving Service Provision - The Health Care Services' Perspective Vera Winter, Mette Kjærgaard Thomsen, Jonas Schreyögg, Katharina Blankart, Lize Duminy, Lukas Schoenenberger, John P. Ansah, David Matchar, Carl Rudolf Blankart, Eva Oppel, and Ulrich Thy Jensen Vera Winter, Mette Kjærgaard Thomsen, Jonas Schreyögg, Katharina Blankart, Lize Duminy, Lukas Schoenenberger, John P. Ansah, David Matchar, Carl Rudolf Blankart, Eva Oppel, and Ulrich Thy Jensen 163–183
  - 184–194 The Opportunities of Using Business Models in Service Management - A Review and Classification of Business Model Artefacts Dominik Augenstein Dominik Augenstein 184–194
  - 195–208 An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels Hannes Boepple, Janine Göttling, Marie-Christin Papen, Florian U. Siems Hannes Boepple, Janine Göttling, Marie-Christin Papen, Florian U. Siems 195–208
  - 209–222 Impact of Digitalization on Service Work in Knowledge-Intensive Business Services: An Empirical Study in Tax Consultancies Philipp K. Görs, Henning Hummert, Anne Traum, Friedemann W. Nerdinger Philipp K. Görs, Henning Hummert, Anne Traum, Friedemann W. Nerdinger 209–222
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SMR - Journal of Service Management Research , page 163 - 183

Improving Service Provision - The Health Care Services' Perspective

Autoren

Vera Winter Mette Kjærgaard Thomsen Jonas Schreyögg Katharina Blankart Lize Duminy Lukas Schoenenberger John P. Ansah David Matchar Carl Rudolf Blankart Eva Oppel and Ulrich Thy Jensen

DOI
- doi.org/10.15358/2511-8676-2019-4-163
- ISSN: 2511-8676
- ISSN online: 2942-3392
Abstract

How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is touched by in their life. The topic embraces different perspectives or levers, including the (re)organization of service provision, a stronger focus on the patient in the service delivery process, and the crucial role of employees in health service provision. We invited a group of well-renown scholars from different academic fields to share with us personal observations, empirical evidence, and interpretations of how to improve service provision in health care in the form of individual commentaries that cover the different perspectives. The resulting special research article includes motivations on why changes in the health care sector make service management research (smr) more relevant, it depicts implications (of smr) for health care organizations, and it outlines suggestions for future research. This article is designed to offer avenues for further service research on different perspectives for the improvement and professionalization of health care – a discipline in which joint efforts of service and health care researchers can have great societal impact.

Zusammenfassung

How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is touched by in their life. The topic embraces different perspectives or levers, including the (re)organization of service provision, a stronger focus on the patient in the service delivery process, and the crucial role of employees in health service provision. We invited a group of well-renown scholars from different academic fields to share with us personal observations, empirical evidence, and interpretations of how to improve service provision in health care in the form of individual commentaries that cover the different perspectives. The resulting special research article includes motivations on why changes in the health care sector make service management research (smr) more relevant, it depicts implications (of smr) for health care organizations, and it outlines suggestions for future research. This article is designed to offer avenues for further service research on different perspectives for the improvement and professionalization of health care – a discipline in which joint efforts of service and health care researchers can have great societal impact.
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