Service Management in Health and Wellness Services
Edition: 1
Copyright: 2013
Pages: 460
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Today, more than ever before, people desire to look and feel better, to slow the effects of aging, manage stress, and/or prevent age related illness. This growing social phenomenon is the so called wellness generation.
Service Management in Health and Wellness Services examines the growing significance of the wellness concept as a feature of the health care industry. This new paradigm shift in the composition of health care and the subsequent changes in the needs and expectations of health care customers are transforming health care into a largely customer-driven service sector.
Designed specifically for practitioners and students in the health and wellness industry, Service Management in Health and Wellness Services addresses various aspects from a services management perspective. In doing so, the publication reinforces that service management approaches can be used to effectively manage health and wellness services to provide customers with superior service and value. Those who conceptualize and manage the health care offering as essentially a ‘service’ offering will gain an advantage in the understanding of, and ability to deliver, service excellence. These concepts cover the full gamut of the health service and wellness industry – including operations, marketing, human resources, and more.
Service Management in Health and Wellness Services provides a detailed account of the critical services-management concepts that have direct application in the health and wellness industry. Using case examples, each chapter seeks to illustrate how these concepts can be used effectively to gain customer loyalty, achieve market leadership in the health and wellness industry.
Service Management in Health and Wellness Service:
- Uniquely reflects an alchemic shift of management concept in health service and will be of interest to practitioners, and to those involved in teaching, or students on any of the increasing number of health service and wellness management programs.
- Examines the wellness concept paradigm shift and the subsequent changes in the needs and expectations of health care customers.
- Describes the burgeoning use of technology that empowers health service providers to serve customers globally through multiple channels.
- Argues that future arrangements for health care must provide management of both wellness and illness, according to their prominence throughout the various stages of one’s life span.
- Provides a detailed account of the critical service management concepts that have direct application in the health and wellness industry.
- Illustrates how service management concepts can be used effectively to gain customer loyalty, and achieve market leadership in the health and wellness industry.
1. Service Management a New Paradigm in Health and Wellness Services
Jay Kandampully, The Ohio State University, USA
2. Quality and Value of Health Services
Joris van de Klundert; Institute of Health Policy & Management, Erasmus University Rotterdam, The Netherlands
3. Service Culture as a Means for Creating a Competitive Advantage: The Case of Public Hospitals
Victoria Bellou; University of Thessaly, Greece
Aristea Bellou MD; Specialist in Internal Medicine at Papageorgiou Hospital, Thessaloniki, Greece
4. Improving Patient Satisfaction: A service Management Approach
Ravi Behara; College of Business, Florida Atlantic University, Florida, USA
Fabio Potenti; Cleveland Clinic Florida & Florida Atlantic University, Florida, USA
5. Managing Customer Relationship Quality in Hospitals
Miguel A. Moliner; Universitat Jaume I of Castellón, Spain
Miguel A. López; Universitat Jaume I of Castellón, Spain
6. The Effect of Servicescapes on Consumer’s Wellness Experience
Hye Yoon Choi; Consumer Sciences, The Ohio State University, USA
Kathryn Stafford; Consumer Sciences, The Ohio State University, USA
7. Toward improving performance management in a healthcare operational environment: A customer-orientation approach
Carlos F. Gomes; University of Coimbra, – School of Economics – Portugal
Mahmoud M. Yasin; East Tennessee State University, – Depart. of Mgt & Marketing, USA
Phillip E. Miller; East Tennessee State University, – Depart. of Mgt & Marketing, USA
8. An Open-Systems Perspective of Mental Health Services
Mark Anderson; Faculty of Business, Government & Law, University of Canberra, Australia
Byron Keating; Faculty of Business, Government & Law, University of Canberra, Australia
Anton Kriz; Newcastle Business School, University of Newcastle, Australia
9. Lean Hospitals: Five Tools that Position Healthcare Organizations for Success
Kenneth K. Boyer; Fisher College, The Ohio State University, USA
Luv Sharma; Fisher College, The Ohio State University, USA
10. The Emerging Healthcare Service Platform
Ravi S. Behara; College of Business, Florida Atlantic University, Florida, USA
C. Derrick Huang; College of Business, Florida Atlantic University, Florida, USA
Jahyun Goo; College of Business, Florida Atlantic University, Florida, USA
11. From Healthcare to e-Healthcare: Are People Ready?
Tor W. Andreassen; BI Norwegian Business School, Norway
Even J. Lanseng; BI Norwegian Business School, Norway
12. Service Focus through Technology for Health Promotion: A Review of Multidimensional Market
Dr Carolin Durst; University Erlangen-Nuremberg, Germany
Andreas Hamper; University Erlangen-Nuremberg, Germany
Tino Mueller; University Erlangen-Nuremberg, Germany
13. The Role of E-Health Information in the Empowerment of Customers
Gummerus, Johanna; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
Veronica Liljander; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
Catharina von Koskull; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
14. Telemedicine, Remote Monitoring, in-home Health and Medical Technology Services for Elderly Patients
Catherine Berry; Consumer Sciences, The Ohio State University, USA
15. Do Seniors Accept Technology-Based Service Innovations? A Qualitative Approach
Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
Nicola Bilstein, Catholic University of Eichstaett-Ingolstadt, Germany
16. Creating New Paradigms of Health Service for Older People: A Management Opportunity
Liz Gill, Rehabilitation Studies Unit, Sydney Medical School, The University of Sydney, Australia
17. Collaborative care for patients with Parkinson’s disease: Combining an offline professional network with an online health community for the sustainable provision of care
A.C.R. van Riel; Institute for Management Research, Radboud University Nijmegen, The Netherlands
L.M. Visser; Institute for Management Research, Radboud University Nijmegen, The Netherlands
M. van der Eijk; Radboud University Nijmegen Medical Centre, The Netherlands
M.J. Faber; Radboud University Nijmegen Medical Centre, The Netherlands
M. Munneke; Radboud University Nijmegen Medical Centre, The Netherlands
B.R. Bloem; Radboud University Nijmegen Medical Centre, The Netherlands
18. Practical examples of service development and innovations in the Nordic wellbeing industry
Anja Tuohino; University of Eastern Finland, Finland
Henna Konu; University of Eastern Finland, Finland
Anne-Mette Hjalager; University of Southern Denmark, Denmark
Edward Huijbens; University of Akureyri, Iceland
19. Cross-Cultural Issues in Health and Wellness Services in Estonia
Heli Tooman; Pärnu College of the University of Tartu, Estonia
Kai Tomasberg; Pärnu College of the University of Tartu, Estonia
Melanie Smith; Budapest Business School, Budapest, Hungary
20. Ayurveda
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
21. Traditional Chinese Medicine
Tingting (Christina) Zhang; Beijing International Studies University, Beijing, China
Paradigm Shifters in Health and Wellness Services (Cases)
1. Aravind Eye Care System (India)
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
2. Apollo Hospitals (India)
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
3. The Schwarz***** Alpine Spa & Resort (Austria)
Anita Zehrer; MCI, University of Applied Sciences, Innsbruck, Austria
Hubert Siller; MCI, University of Applied Sciences, Innsbruck, Austria
4. Grand Park Hotel ***** Bad Hofgastein (Austria)
Maria Wiesinger, Hospitality Schools Salzburg, Bad Hofgastein, Austria
Silvia Listberger, Hospitality Schools Salzburg, Bad Hofgastein, Austria
Claudia Wachter, General Manager, Grand Park Hotel, Bad Hofgastein, Austria
5. Samadhi Spa & Wellness Retreat (Australia)
Haywantee Ramkissoon; Faculty of Business & Economics, Monash University, Australia
6. Constance Le Prince Maurice Hotel and Spa (Mauricious)
Mrs Roubina T D Juwaheer; Faculty of Law & Management, University of Mauritius, Mauritius
7. Cardinal Health (USA)
Jichul Jang, Consumer Sciences, The Ohio State University, USA
8. Cleveland Clinic (USA)
Soyeon Kim; Consumer Sciences, The Ohio State University, USA
9. Clifton Springs Hospital and Clinic (USA)
Hye Yoon (Rebecca) Choi; Consumer Sciences, The Ohio State University, USA
10. Wexner Medical Center, OSU (USA)
Anupama Sukhu; Consumer Sciences, The Ohio State University, USA
Hyejin Park; Consumer Sciences, The Ohio State University, USA
Jay Kandampully Ph.D., is professor of service management and hospitality at The Ohio State University, USA. He is the Editor in Chief of the Journal of Service Management, and serves on the editorial advisory board of 12 refereed international journals. Jay also serves as the CTF International Fellow at the University of Karlstad, Sweden, and International Fellow at the University of Namur, Belgium. He holds a PhD in service management, and an MBA, with a specialization in services marketing, both from the University of Exeter, England. Jay is the author of the book “Services Management: The New Paradigm in Hospitality” (translated into Chinese). He is also editor of the following books: “Service Management: The New Paradigm in Retailing” (translated into Chinese); “Service Management in Health & Wellness Services”; “Customer Experience Management: Enhancing Experience and Value through Service Management”; and, the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure” (translated into Chinese, Korean and Arabic). Jay has published over 130 articles. His publications have appeared in journals such as: Journal of Service Management, European Journal of Marketing, Cornell Hospitality Quarterly, The Service Industries Journal, Journal of Services Marketing, Managing Service Quality, Journal of Consumer Behaviour, and The Journal of Product & Brand Management.
Today, more than ever before, people desire to look and feel better, to slow the effects of aging, manage stress, and/or prevent age related illness. This growing social phenomenon is the so called wellness generation.
Service Management in Health and Wellness Services examines the growing significance of the wellness concept as a feature of the health care industry. This new paradigm shift in the composition of health care and the subsequent changes in the needs and expectations of health care customers are transforming health care into a largely customer-driven service sector.
Designed specifically for practitioners and students in the health and wellness industry, Service Management in Health and Wellness Services addresses various aspects from a services management perspective. In doing so, the publication reinforces that service management approaches can be used to effectively manage health and wellness services to provide customers with superior service and value. Those who conceptualize and manage the health care offering as essentially a ‘service’ offering will gain an advantage in the understanding of, and ability to deliver, service excellence. These concepts cover the full gamut of the health service and wellness industry – including operations, marketing, human resources, and more.
Service Management in Health and Wellness Services provides a detailed account of the critical services-management concepts that have direct application in the health and wellness industry. Using case examples, each chapter seeks to illustrate how these concepts can be used effectively to gain customer loyalty, achieve market leadership in the health and wellness industry.
Service Management in Health and Wellness Service:
- Uniquely reflects an alchemic shift of management concept in health service and will be of interest to practitioners, and to those involved in teaching, or students on any of the increasing number of health service and wellness management programs.
- Examines the wellness concept paradigm shift and the subsequent changes in the needs and expectations of health care customers.
- Describes the burgeoning use of technology that empowers health service providers to serve customers globally through multiple channels.
- Argues that future arrangements for health care must provide management of both wellness and illness, according to their prominence throughout the various stages of one’s life span.
- Provides a detailed account of the critical service management concepts that have direct application in the health and wellness industry.
- Illustrates how service management concepts can be used effectively to gain customer loyalty, and achieve market leadership in the health and wellness industry.
1. Service Management a New Paradigm in Health and Wellness Services
Jay Kandampully, The Ohio State University, USA
2. Quality and Value of Health Services
Joris van de Klundert; Institute of Health Policy & Management, Erasmus University Rotterdam, The Netherlands
3. Service Culture as a Means for Creating a Competitive Advantage: The Case of Public Hospitals
Victoria Bellou; University of Thessaly, Greece
Aristea Bellou MD; Specialist in Internal Medicine at Papageorgiou Hospital, Thessaloniki, Greece
4. Improving Patient Satisfaction: A service Management Approach
Ravi Behara; College of Business, Florida Atlantic University, Florida, USA
Fabio Potenti; Cleveland Clinic Florida & Florida Atlantic University, Florida, USA
5. Managing Customer Relationship Quality in Hospitals
Miguel A. Moliner; Universitat Jaume I of Castellón, Spain
Miguel A. López; Universitat Jaume I of Castellón, Spain
6. The Effect of Servicescapes on Consumer’s Wellness Experience
Hye Yoon Choi; Consumer Sciences, The Ohio State University, USA
Kathryn Stafford; Consumer Sciences, The Ohio State University, USA
7. Toward improving performance management in a healthcare operational environment: A customer-orientation approach
Carlos F. Gomes; University of Coimbra, – School of Economics – Portugal
Mahmoud M. Yasin; East Tennessee State University, – Depart. of Mgt & Marketing, USA
Phillip E. Miller; East Tennessee State University, – Depart. of Mgt & Marketing, USA
8. An Open-Systems Perspective of Mental Health Services
Mark Anderson; Faculty of Business, Government & Law, University of Canberra, Australia
Byron Keating; Faculty of Business, Government & Law, University of Canberra, Australia
Anton Kriz; Newcastle Business School, University of Newcastle, Australia
9. Lean Hospitals: Five Tools that Position Healthcare Organizations for Success
Kenneth K. Boyer; Fisher College, The Ohio State University, USA
Luv Sharma; Fisher College, The Ohio State University, USA
10. The Emerging Healthcare Service Platform
Ravi S. Behara; College of Business, Florida Atlantic University, Florida, USA
C. Derrick Huang; College of Business, Florida Atlantic University, Florida, USA
Jahyun Goo; College of Business, Florida Atlantic University, Florida, USA
11. From Healthcare to e-Healthcare: Are People Ready?
Tor W. Andreassen; BI Norwegian Business School, Norway
Even J. Lanseng; BI Norwegian Business School, Norway
12. Service Focus through Technology for Health Promotion: A Review of Multidimensional Market
Dr Carolin Durst; University Erlangen-Nuremberg, Germany
Andreas Hamper; University Erlangen-Nuremberg, Germany
Tino Mueller; University Erlangen-Nuremberg, Germany
13. The Role of E-Health Information in the Empowerment of Customers
Gummerus, Johanna; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
Veronica Liljander; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
Catharina von Koskull; Department of Marketing, HANKEN School of Economics, Helsinki, Finland
14. Telemedicine, Remote Monitoring, in-home Health and Medical Technology Services for Elderly Patients
Catherine Berry; Consumer Sciences, The Ohio State University, USA
15. Do Seniors Accept Technology-Based Service Innovations? A Qualitative Approach
Jens Hogreve, Catholic University of Eichstaett-Ingolstadt, Germany
Nicola Bilstein, Catholic University of Eichstaett-Ingolstadt, Germany
16. Creating New Paradigms of Health Service for Older People: A Management Opportunity
Liz Gill, Rehabilitation Studies Unit, Sydney Medical School, The University of Sydney, Australia
17. Collaborative care for patients with Parkinson’s disease: Combining an offline professional network with an online health community for the sustainable provision of care
A.C.R. van Riel; Institute for Management Research, Radboud University Nijmegen, The Netherlands
L.M. Visser; Institute for Management Research, Radboud University Nijmegen, The Netherlands
M. van der Eijk; Radboud University Nijmegen Medical Centre, The Netherlands
M.J. Faber; Radboud University Nijmegen Medical Centre, The Netherlands
M. Munneke; Radboud University Nijmegen Medical Centre, The Netherlands
B.R. Bloem; Radboud University Nijmegen Medical Centre, The Netherlands
18. Practical examples of service development and innovations in the Nordic wellbeing industry
Anja Tuohino; University of Eastern Finland, Finland
Henna Konu; University of Eastern Finland, Finland
Anne-Mette Hjalager; University of Southern Denmark, Denmark
Edward Huijbens; University of Akureyri, Iceland
19. Cross-Cultural Issues in Health and Wellness Services in Estonia
Heli Tooman; Pärnu College of the University of Tartu, Estonia
Kai Tomasberg; Pärnu College of the University of Tartu, Estonia
Melanie Smith; Budapest Business School, Budapest, Hungary
20. Ayurveda
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
21. Traditional Chinese Medicine
Tingting (Christina) Zhang; Beijing International Studies University, Beijing, China
Paradigm Shifters in Health and Wellness Services (Cases)
1. Aravind Eye Care System (India)
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
2. Apollo Hospitals (India)
Anupama Kothari; Robert H. Smith School of Business, University of Maryland, USA
3. The Schwarz***** Alpine Spa & Resort (Austria)
Anita Zehrer; MCI, University of Applied Sciences, Innsbruck, Austria
Hubert Siller; MCI, University of Applied Sciences, Innsbruck, Austria
4. Grand Park Hotel ***** Bad Hofgastein (Austria)
Maria Wiesinger, Hospitality Schools Salzburg, Bad Hofgastein, Austria
Silvia Listberger, Hospitality Schools Salzburg, Bad Hofgastein, Austria
Claudia Wachter, General Manager, Grand Park Hotel, Bad Hofgastein, Austria
5. Samadhi Spa & Wellness Retreat (Australia)
Haywantee Ramkissoon; Faculty of Business & Economics, Monash University, Australia
6. Constance Le Prince Maurice Hotel and Spa (Mauricious)
Mrs Roubina T D Juwaheer; Faculty of Law & Management, University of Mauritius, Mauritius
7. Cardinal Health (USA)
Jichul Jang, Consumer Sciences, The Ohio State University, USA
8. Cleveland Clinic (USA)
Soyeon Kim; Consumer Sciences, The Ohio State University, USA
9. Clifton Springs Hospital and Clinic (USA)
Hye Yoon (Rebecca) Choi; Consumer Sciences, The Ohio State University, USA
10. Wexner Medical Center, OSU (USA)
Anupama Sukhu; Consumer Sciences, The Ohio State University, USA
Hyejin Park; Consumer Sciences, The Ohio State University, USA
Jay Kandampully Ph.D., is professor of service management and hospitality at The Ohio State University, USA. He is the Editor in Chief of the Journal of Service Management, and serves on the editorial advisory board of 12 refereed international journals. Jay also serves as the CTF International Fellow at the University of Karlstad, Sweden, and International Fellow at the University of Namur, Belgium. He holds a PhD in service management, and an MBA, with a specialization in services marketing, both from the University of Exeter, England. Jay is the author of the book “Services Management: The New Paradigm in Hospitality” (translated into Chinese). He is also editor of the following books: “Service Management: The New Paradigm in Retailing” (translated into Chinese); “Service Management in Health & Wellness Services”; “Customer Experience Management: Enhancing Experience and Value through Service Management”; and, the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure” (translated into Chinese, Korean and Arabic). Jay has published over 130 articles. His publications have appeared in journals such as: Journal of Service Management, European Journal of Marketing, Cornell Hospitality Quarterly, The Service Industries Journal, Journal of Services Marketing, Managing Service Quality, Journal of Consumer Behaviour, and The Journal of Product & Brand Management.