Skip to main content
SpringerLink
Log in
Book cover

Service Design and Service Thinking in Healthcare and Hospital Management pp 525–535Cite as

Dealing with Different Cultures: Overcoming Challenges of Service Design in a Multicultural World

  • Chapter
  • First Online:

  • 3418 Accesses

Abstract

High rates of migration in the UK, Germany, and Austria present huge challenges for service design and delivery in these countries. How can we ensure effectiveness, efficiency, and access to healthcare system for immigrants? What kind of product-service design is needed to overcome the barrier of language and culture in universal healthcare system? In a digital age, what kinds of tools are needed that are culturally sensitive and user-friendly? What technologies in industry 4.0 can help to bridge the gap between provider and user and between practitioner and patient? This chapter would discuss these aspects based on two case studies on product-service design developed and tested in Austria and in the UK.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   79.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   99.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  • Andrist, S., Ziadee, M., Boukaram, H., Mutlu, B. M., & Sakr, M. (2015). Effects of culture on the credibility of robot speech: A comparison between English and Arabic. HRI, 157–164.

    Google Scholar 

  • Bruno, B., Chong, N., Kamide, H., Kanoria, S., Lee, L. Y., Papadopoulos, C. J., et al. (2017). The CARESSES EU-Japan project: Making assistive robots culturally competent. Paper presented at Ambient Assisted Living, Italian Forum, May 12, 2017, Genova, Italy. Retrieved February 1, 2018, from https://www.researchgate.net/publication/319208231

  • Eresha, G., Haring, M., Endrass, B., André, E., & Obaid, M. (2013). Investigating the influence of culture on proxemic behaviors for humanoid robots. RO-MAN, 430–435.

    Google Scholar 

  • Eurostat. (2018). Daten zu Migration und Staatsbürgerschaft. Retrieved May 3, 2018, from http://ec.europa.eu/eurostat/de/web/population-demography-migration-projections/migration-and-citizenship-data

  • Evers, V., Maldonado, H., Brodecki, T., & Hinds, P. (2008). Relational vs. group self-construal: Untangling the role of national culture. HRI, 255–262.

    Google Scholar 

  • Feil-Seifer, D., & Mataric, M. J. (2005). Defining socially assistive robots. In Proceedings of the 2005 I.E. Ninth International Conference on Rehabilitation Robotics (pp. 465–468), June 28–July 1, 2005, Chicago, IL, USA.

    Google Scholar 

  • Gupta-Biener, N. (2009). Process of knowledge management in intercultural context: A new approach. In IACCM Paper, Wirtschaftsuniversität Vienna. Retrieved December 5, 2010, from https://www.wu.ac.at/fileadmin/wu/o/iaccm/Abstracts/2009_26gupta.pdf

  • Gupta-Biener, N. (2015). New transdisciplinary methodology based on semiotics for cross-cultural comparisons. In Information Science at the Crossroads, TU Vienna. Retrieved April 10, 2016, from http://sciforum.net/conference/isis-summit-vienna-2015/paper/3012

  • Kennelly, M. A., Ainscough, K., Lindsay, K., Gibney, E., McCarthy, M., & McAuliffe, F. M. (2016). Pregnancy, exercise and nutrition research study with smart phone app support (pears): Study protocol of a randomized controlled trial. Contemporary Clinical Trials, 46(1), 92–99.

    Article  Google Scholar 

  • Leininger, M. M. (2002). Transcultural nursing: Concepts, theories, research and practice (3rd ed.). New York: McGraw-Hill.

    Google Scholar 

  • Messer-Misak, K. (2017) Digital documentation of dietary habits during pregnancy. In Multi Conference on Computer Science and Information Systems. MCCSIS2017 Ninth International Conference on e-Health (EH2017), July 20–23, 2017, Lisbon, Portugal.

    Google Scholar 

  • Mortimer, J., & Green, M. (2015). Briefing: The health and care of older people in England. Age UK. Retrieved May 3, 2015, from http://www.cpa.org.uk/cpa/docs/AgeUK-Briefing-TheHealthandCareofOlderPeopleinEngland-2015.pdf

  • Newton, J. N. (2015). Changes in health in England, with analysis by English regions and areas of deprivation, 1990–2013: A systematic analysis for the global burden of disease study 2013. The Lancet, 386(10010), 2257–2274. https://doi.org/10.1016/S0140-6736(15)00195-6

    Article  Google Scholar 

  • Nonaka, I., & Takeuchi, H. (1995). The knowledge creating company: How Japanese companies create the dynamics of innovation. Oxford: Oxford University Press.

    Google Scholar 

  • Papadopoulos, I. (2006). Transcultural health and social care: Development of culturally competent practitioners. Philadelphia: Elsevier.

    Google Scholar 

  • Papadopoulos, I. (2017). Work package 1: Transcultural robotic nursing deliverable D1.2, basic guidelines for a culturally competent robot. Retrieved May 4, 2018, from http://caressesrobot.org/en/wp-content/uploads/sites/2/2018/03/Deliverable_D1.2_10_31_2017_V1.0.pdf

  • Rau, P. P., Li, Y., & Li, D. (2009). Effects of communication style and culture on ability to accept recommendations from robots. Computers in Human Behavior, 25(2), 587–595.

    Article  Google Scholar 

  • Rechel, B., Mladovsky, P., Ingleby, D., Mackenbach, J. P., & McKee, M. (2013). Health in Europe 5: Migration and health in an increasingly diverse Europe. The Lancet, 381(1016), 1235–1245. Retrieved May 3, 2018, from doi: https://doi.org/10.1016/50140-6736(12)62086-8

  • Sewell Jr., W. H. (1999). The concept of culture. In E. V. Bonnell & L. Hunt (Eds.), Beyond the cultural turn: New dimensions in the study of society and culture (pp. 1–35). New Delhi: Oxford Press.

    Google Scholar 

  • Trovato, G., Zecca, M., Sessa, S., Jamone, L., Ham, J., Hashimoto, K., et al. (2013). Cross-cultural study on human-robot greeting interaction: Acceptance and discomfort by Egyptians and Japanese. Paladyn, Journal of Behavioral Robotics, 4(2), 83–93.

    Article  Google Scholar 

Download references

Acknowledgment

I am thankful to Dr. Sanjeev Kanoria for sharing the data from the ongoing CARESS project with us.

Author information

Authors and Affiliations

  1. FH Joanneum Gesellschaft mbH, Graz, Austria

    Neena Gupta-Biener & Karin Messer-Misak

  2. Advinia Health Care Limited, London, UK

    Sanjeev Kanoria

Authors
  1. Neena Gupta-Biener
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Sanjeev Kanoria
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Karin Messer-Misak
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Neena Gupta-Biener .

Editor information

Editors and Affiliations

  1. Department of Healthcare Management, Neu Ulm University of Applied Sciences, Neu-Ulm, Germany

    Mario A. Pfannstiel

  2. Management, Professional Services and Sports Economics, University of Potsdam, Potsdam, Germany

    Christoph Rasche

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Gupta-Biener, N., Kanoria, S., Messer-Misak, K. (2019). Dealing with Different Cultures: Overcoming Challenges of Service Design in a Multicultural World. In: Pfannstiel, M.A., Rasche, C. (eds) Service Design and Service Thinking in Healthcare and Hospital Management. Springer, Cham. https://doi.org/10.1007/978-3-030-00749-2_29

Download citation

Publish with us

Policies and ethics

Search

Navigation