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Transformative service research and service design: synergistic effects in healthcare

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  • Sidney Anderson
  • Linda Nasr
  • Steven W. Rayburn

Abstract

This 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.

Suggested Citation

  • Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
    • Handle: RePEc:taf:servic:v:38:y:2018:i:1-2:p:99-113
    DOI: 10.1080/02642069.2017.1404579
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    References listed on IDEAS

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    5. Neuhofer, Barbara & Egger, Roman & Yu, Joanne & Celuch, Krzysztof, 2021. "Designing experiences in the age of human transformation: An analysis of Burning Man," Annals of Tourism Research, Elsevier, vol. 91(C).
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