ISBN: 9783031201677
Код товара 142337
Human-Centered Service Design for Healthcare Transformation
ISBN: 9783031201677
Код товара 142337
13 974 ₽
Доставка под заказ
Если Вы закажете книгу до 21.09.2023, то мы привезём её ориентировочно 02.11.2023.
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Автор
Pfannstiel
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Издатель
Springer
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Тип обложки
Hardback
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Размеры
235 x 155
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Год издания
2023
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Вес (г)
887
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ISBN
9783031201677
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Язык
ENG
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Кол-во страниц
466
О чём книга?
This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
Chapter 1. Bridging the Health Gap: Human-centered Approaches to Connect Clinical and Com-munity Care (Patricia Alafaireet).- Chapter 2. The Change from Leadership to Leader-shift, The human-centered service design approach requires new leadership compete
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