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Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts

In: Service Design and Service Thinking in Healthcare and Hospital Management

Author

Listed:
  • Juha Kronqvist

    (Hellon)

  • Teemu Leinonen

    (Aalto University School of Arts, Design and Architecture)

Abstract

In this chapter we will suggest an articulated definition for touchpoints. We first review the relevant research, which shows discrepancies in the definition within the field of service design research. Next, we present a case which illustrates the use of touchpoints in the design of a new healthcare centre and points towards practices useful in the implementation of service concepts. Based on the case, we will present a redefinition of touchpoints and its relation with other concepts used in service design. The chapter finishes with a discussion on the use of the new definition in improving the practice of service design.

Suggested Citation

  • Juha Kronqvist & Teemu Leinonen, 2019. "Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts," Springer Books, in: Mario A. Pfannstiel & Christoph Rasche (ed.), Service Design and Service Thinking in Healthcare and Hospital Management, pages 279-288, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-00749-2_16
    DOI: 10.1007/978-3-030-00749-2_16
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