Transformative service research and service design: synergistic effects in healthcare |
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Authors: | Sidney Anderson Linda Nasr |
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Affiliation: | Department of Marketing, Texas State University, San Marcos, TX, USA |
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Abstract: | ABSTRACTThis conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry. |
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Keywords: | Transformative service research service design healthcare well-being |
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