IDEAS home Printed from https://ideas.repec.org/h/elg/eechap/20189_4.html
   My bibliography  Save this book chapter

Adopting a low-contact, high-focus healthcare service strategy in the era of pandemics

In: Research Handbook on Services Management

Author

Listed:
  • Uzay Damali
  • Enrico Secchi
  • Stephen S. Tax
  • Jeff Kessler

Abstract

The operations literature has identified many benefits to organizations that shift from a low focus, high contact design to a high focus, low contact strategy. We examine how a once primary care medical service made the transition to become a provider focusing solely on allergy treatment. The challenges were particularly acute as the shift to a low contact service was combined with a growth strategy to expand the geographic market served. Many of the challenges emerged as the strategic shift encompassed several stages, each of which was at odds with the traditional practices observed by patients, physicians and the insurance industry. We discuss the barriers to the strategic shift and the profound effect that COVID-19 had on changing the mindset and practice of the stakeholders in the market. Research questions are provided to encourage further inquiry into the lasting impact of the pandemic on healthcare delivery.

Suggested Citation

  • Uzay Damali & Enrico Secchi & Stephen S. Tax & Jeff Kessler, 2022. "Adopting a low-contact, high-focus healthcare service strategy in the era of pandemics," Chapters, in: Mark M. Davis (ed.), Research Handbook on Services Management, chapter 4, pages 54-69, Edward Elgar Publishing.
    • Handle: RePEc:elg:eechap:20189_4
    as

    Download full text from publisher

    File URL: https://www.elgaronline.com/view/edcoll/9781800375659/9781800375659.00011.xml
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:elg:eechap:20189_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Darrel McCalla (email available below). General contact details of provider: http://www.e-elgar.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.