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Innovation in Services: The Case of Fleury—A Diagnostic Medical Center

In: Managing Consumer Services

Author

Listed:
  • Eduardo Vasconcellos

    (University of São Paulo)

  • Liliana Vasconcellos-Guedes

    (University of São Paulo)

  • Rendrik Franco

    (Fleury Group)

  • Patricia Yumi Maeda

    (Fleury Group)

  • Luís F. A. Guedes

    (Bocconi University
    University of São Paulo)

  • Marcos C. Bruno

    (University of São Paulo)

Abstract

This book is mainly focused on the need to combine theater driven and factory driven organisations. It says how to involve customers to design the service process. In this sense, it is mainly related to the innovation in service processes. This chapter introduces another interesting element of innovation, the role of strategy and culture.

Suggested Citation

  • Eduardo Vasconcellos & Liliana Vasconcellos-Guedes & Rendrik Franco & Patricia Yumi Maeda & Luís F. A. Guedes & Marcos C. Bruno, 2014. "Innovation in Services: The Case of Fleury—A Diagnostic Medical Center," Springer Books, in: Enzo Baglieri & Uday Karmarkar (ed.), Managing Consumer Services, edition 127, chapter 11, pages 211-231, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-04289-3_11
    DOI: 10.1007/978-3-319-04289-3_11
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