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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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    7. 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.
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    9. 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.
    10. 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.
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