Abstract
Clearly the theme of service management is beyond the scope of one author and perhaps one career. Even the question of exactly what constitutes a service is difficult to answer. Services do no exist as a sector but are a heterogeneous collection of industries. The main thing they have in common is that their products, the resultant service, are not in the main physical goods but are in some way intangible, impermanent or immaterial. Essentially many of the techniques of control and management, which have developed in a manufacturing environment, are not immediately applicable to a service setting. Yet, service industries have been fundamentally changed particularly those located in the public sector. This paper focuses on the reform and management of health services, contrasting developments in the UK, New Zealand and Germany. While there have been extensive changes to these services, these changes have not always successfully delivered what was promised.
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© 2003 Deutscher Universitäts-Verlag GmbH, Wiesbaden
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Jacobs, K. (2003). Managing Health Services: Reforms and Reflections. In: Sturm, H., von Velsen-Zerweck, B., Stüber, E. (eds) Die Vielfalt der Dienstleistungsökonomik. Deutscher Universitätsverlag. https://doi.org/10.1007/978-3-322-81496-8_3
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DOI: https://doi.org/10.1007/978-3-322-81496-8_3
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