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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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    2. Vieira, Alessandro Diogo & Leite, Higor & Volochtchuk, Ana Vitória Lachowski, 2022. "The impact of voice assistant home devices on people with disabilities: A longitudinal study," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    3. Payal Mehra, 2019. "King George’s Medical University: Inculcating a Service Mindset," South Asian Journal of Business and Management Cases, , vol. 8(2), pages 113-129, August.
    4. Andrew S. Gallan & Anu Helkkula, 2022. "Cocreating transformative value propositions with customers experiencing vulnerability during humanitarian crises," AMS Review, Springer;Academy of Marketing Science, vol. 12(1), pages 85-101, June.
    5. Hunter-Jones, Philippa & Sudbury-Riley, Lynn & Al-Abdin, Ahmed & Menzies, Laura & Neary, Katie, 2020. "When a child is sick: The role of social tourism in palliative and end-of-life care," Annals of Tourism Research, Elsevier, vol. 83(C).
    6. Leite, Higor & Hodgkinson, Ian R. & Lachowski Volochtchuk, Ana Vitória & Cavalcante Nascimento, Thiago, 2024. "‘It's not the boogeyman’: How voice assistant technology is bridging the digital divide for older people," Technovation, Elsevier, vol. 136(C).
    7. 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).
    8. Richard leBrasseur, 2023. "Citizen Sensing within Urban Greenspaces: Exploring Human Wellbeing Interactions in Deprived Communities of Glasgow," Land, MDPI, vol. 12(7), pages 1-24, July.
    9. Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
    10. Charlene A. Dadzie, 2021. "Reimagining the Global South: Consumer welfare and public policy insights from the United States' Gulf Coast," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(3), pages 1178-1199, September.
    11. Mai Thi My-Quyen & Le Nguyen Hau & Pham Ngoc Thuy, 2020. "Mindful co-creation of transformative service for better well-being," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 413-437, September.
    12. Zhang, Yu & Su, Jiafu & Guo, Honggui & Lee, Jeoung Yul & Xiao, Yan & Fu, Mingqiu, 2022. "Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    13. Shiyao Ding & Cees J. P. M. de Bont & Stuart Cockbill & Qiaozhuang Zhou, 2023. "A Review of Service Design Pedagogy to Identify Potential Added Value to Product Innovation in Higher Education," Sustainability, MDPI, vol. 15(21), pages 1-19, November.

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