Service Design and Service Thinking in Healthcare and Hospital Management
Service Design and Service Thinking in Healthcare and Hospital Management

Author: Mario A. Pfannstiel

Publisher: Springer

Published: 2018-12-28

Total Pages: 535

ISBN-13: 3030007499

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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.

Routledge Handbook of Russian Foreign Policy
Routledge Handbook of Russian Foreign Policy

Author: Andrei Tsygankov

Publisher: Routledge

Published: 2018-03-20

Total Pages: 848

ISBN-13: 1134994230

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Providing a comprehensive overview of Russia’s foreign policy directions, this handbook brings together an international team of scholars to develop a complex treatment of Russia’s foreign policy. The chapters draw from numerous theoretical traditions by incorporating ideas of domestic institutions, considerations of national security and international recognition as sources of the nation’s foreign policy. Covering critically important subjects such as Russia’s military interventions in Ukraine and Syria, the handbook is divided into four key parts: Part I explores the social and material conditions in which Russia’s foreign policy is formed and implemented. Part II investigates tools and actors that participate in policy making including diplomacy, military, media, and others. Part III provides an overview of Russia’s directions towards the United States, Europe, Asia, the Middle East, Eurasia, and the Arctic. Part IV addresses the issue of Russia’s participation in global governance and multiple international organizations, as well as the Kremlin’s efforts to build new organizations and formats that suit Russia’s objectives. The Routledge Handbook of Russian Foreign Policy is an invaluable resource to students and scholars of Russian Politics and International Relations, as well as World Politics more generally.