Service Design and Service Thinking in Healthcare and Hospital Management

Theory, Concepts, Practice

  • Mario A. Pfannstiel
  • Christoph Rasche

Table of contents

  1. Front Matter
    Pages i-xvii
  2. Lisa Malmberg, Vanessa Rodrigues, Linda Lännerström, Katarina Wetter-Edman, Josina Vink, Stefan Holmlid
    Pages 1-18
  3. Josina Vink, Maíra Prestes Joly, Katarina Wetter-Edman, Bård Tronvoll, Bo Edvardsson
    Pages 19-37
  4. Christophe Vetterli, Corinne Scherrer
    Pages 55-67
  5. Lesley A. Clack, Rachel L. Ellison
    Pages 85-92
  6. Stuart G. Bailey, Karen L. Bell, Hans Hartung
    Pages 137-153
  7. Geke D. S. Ludden, Anna Vallgårda
    Pages 155-167
  8. Francesca Foglieni, Federica Segato, Daniela Sangiorgi, Marta Carrera
    Pages 189-209
  9. Rafael Canales Durón, Lianne Simonse, Maaike Kleinsmann
    Pages 211-232
  10. Gabriele Palozzi, Camilla Falivena, Antonio Chirico
    Pages 233-257
  11. Ragnhild Halvorsrud, Annette Lund Lillegaard, Mette Røhne, Andreas Momme Jensen
    Pages 329-346
  12. Carla Cipolla, Maíra Prestes Joly, Beatriz Watanabe, Fernanda Benevides Zanela, Márcia Fernandes Tavares
    Pages 347-358
  13. Kristine Rise Fry
    Pages 377-399
  14. Moema Loures
    Pages 401-420
  15. Elif Özcan, Dilip Birdja, Lianne Simonse, Ard Struijs
    Pages 421-446
  16. Satu Miettinen, Mira Alhonsuo
    Pages 481-497
  17. Leonel Corona-Treviño, Constanza Márquez-Aguilar, Eva Tecuanhuey-Sandoval
    Pages 499-523
  18. Neena Gupta-Biener, Sanjeev Kanoria, Karin Messer-Misak
    Pages 525-535

About this book


This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector.

The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all  scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.


Service innovation Service design Service thinking Service management User experience Hospital management Healthcare services Healthcare management

Editors and affiliations

  • Mario A. Pfannstiel
    • 1
  • Christoph Rasche
    • 2
  1. 1.Department of Healthcare ManagementNeu Ulm University of Applied SciencesNeu-UlmGermany
  2. 2.Management, Professional Services and Sports EconomicsUniversity of PotsdamPotsdamGermany

Bibliographic information

Industry Sectors
Health & Hospitals
Finance, Business & Banking