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Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Lu Kong

    (University of South Florida)

  • Hessam Sadatsafavi

    (Sentara Clinical and Business Intelligence Division)

  • Rohit Verma

    (VinUniversity
    Cornell University)

Abstract

In this chapter, we discuss three questions related to healthcare operations: (1) what are the most concerning issues in the U.S. healthcare system from its customers’ perspective? (2) What factors account for these perceptions? (3) Is there alignment between customer perceptions and healthcare operations research? A multi-year study shows that customers are concerned with (1) cost of care, (2) access and coverage, and (3) quality and efficiency. These concerns are found to be associated with health policies and sociodemographic characteristics. We then compare these concerns with published healthcare operations research and respectfully make suggestions for future healthcare operations research directions.

Suggested Citation

  • Lu Kong & Hessam Sadatsafavi & Rohit Verma, 2022. "Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 801-822, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_38
    DOI: 10.1007/978-3-030-91828-6_38
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