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Service Design and Service Thinking in Healthcare and Hospital Management
This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover vari...
Humane Autonomous Technology
This open access book takes a human-focused multidisciplinary look at the ways in which autonomous technology shapes experience, affecting human lives and ways of working in settings ranging from the arts, design, and service to maritime and industry. The book focuses on the humane, observing how technology can be designed and implemented in an ethical, human-centered way. Chapters in this book highlight factors that impinge on the humane and ethical, such as challenging questions of intellectual property rights, roles of humans, biases, and the uptake of other deviant human traits. Through delving into a range of dimensions and contexts from culture, the arts and design, to service, heavy industry and maritime, the contributors demonstrate that artificial intelligence and its related autonomous systems need to be understood holistically, as a system of systems, that should be working for the benefit of human present and future.
Complexity and Emergence in Market Ecosystems
This book delves into the intricacies of transformative processes, focusing particularly on radical and disruptive changes that shape markets, social systems, organizations, cities, and service ecosystems. In a world characterized by turbulence, unpredictability, and complex challenges, managers and marketers are tasked with navigating change and driving progress. Drawing on frameworks, typologies, and insights from diverse theories—including complexity theory, emergence theory, and service-dominant logic—this book equips academics and practitioners with the tools to analyze, understand, and facilitate the transformation of their systems. Rooted in research and discussions from international academic events such as the Naples Forum on Service and the Forum of Markets and Marketing, this book offers invaluable guidance for those seeking to design sustainable transformations in today's dynamic landscape.
Service Innovation and Management
This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the ...
The Palgrave Handbook of Servitization
Manufacturers have shifted their focus from products to smart solutions in search of higher returns and additional growth opportunities. This shift, described as servitization, or lately as a digital servitization, is not a simple process. Academic study has revealed that its issues are complex, problematic, contingent, and even paradoxical, involving multiple organizational layers, such as operations, strategic, relational, and even ecosystemic layers. Recent literature studies have called for improved theories in servitization, and even alternative narratives. In this handbook, the chapters take different perspectives towards servitization, digital servitization or Product-Service-Software...
Improving the Evaluation of Scholarly Work
This book aims to stimulate debate in the growing and highly controversial area of measuring scholarly work. The authors examine key aspects of this topic through the lens of the latest theoretical developments in service science and associated fields. It includes chapters explaining the theoretical developments and methodological aspects of measuring the quality of academic teaching and research, while other chapters provide a review and analysis of various types of scholarly work metrics and processes with examples from several countries, cultures, and educational systems. The current growing concern about higher education (HE) quality has prompted institutions to divide university teachers’ work into different areas and to design methods aimed at measuring the productivity of these areas. It is widely accepted that the need to evaluate HE service quality is a relevant issue for any society. However, the authors argue that most of the current practices used in the pursuit of this objective are jeopardizing the future of the university as a place of knowledge generation, science evolution and professional education.
Smart Services Summit
This book presents up-to-date descriptions of Smart Services Innovations in industry, supported by new scientific approaches. It summarizes the outcomes of the fifth Smart Services Summit, held in Zurich in October 2023, which primarily focused on the ability of Smart Service Systems to support resilience and build sustainability. As the evolution of Smart Services accelerates, new technologies can be leveraged to create new value propositions and business models that deliver tangible sustainability outcomes. This book addresses social, economic, and environmental aspects of sustainability in connection with new technologies and includes papers on how these technologies can help achieve resilience and sustainability. In this context, topics such as sustainability and resilience in supply chains, X-as-a-Service, large language models for service automation, and location-based systems are discussed. Given its scope, the book represents an indispensable guide for practitioners and advanced students alike.
