Service Research In Health Care: Positively Impacting Lives

Tracey S. Danaher, Monash University
Andrew S. Gallan, DePaul University

This article provides an introduction to the special section on Health Service Research in Journal of Service Research. It argues that health care is an important service anywhere on the globe, impacting the lives of everyone. Furthermore, health care is a rich area for services research, and as such is in need of health services-specific theories. Finally, this article introduces the three articles that were published in the special section.

Cocreative Customer Practices: Effects of Health Care Customer Value Cocreation Practices on Well-Being

Janet McColl Kennedy, The University of Queensland, Australia
Suellen Hogan, The University of Queensland, Australia
Lars Witell, Linköping University
Hannah Snyder, The University of Queensland, Australia

Essentials for Improving Service Quality in Cancer Care

Leonard Berry, Texas A&M University
Kedar Mate, Weill Cornell Medical College

Managing the Clues in Cancer Care

Leonard Berry, Texas A&M University
Joseph Jacobson, Texas A&M University
Brad Stuart, Texas A&M University

New Diagnosis Bundle: Improving Care Delivery for Patients with Newly Diagnosed Cancer

Joseph Jacobson, Texas A&M University
Lisa Rotenstein, Texas A&M University
Leonard Berry, Texas A&M University

Practical Ideas for Improving the Quality of Hospice Care

Leonard Berry, Texas A&M University
Stephen Connor, Worldwide Hospice Palliative Care Alliance
Brad Stuart, Advanced Care Innovation Strategies

ServiceFriday: Digital Twin Technology – Predictions for the Future

Many companies use predictive modeling to forecast future outcomes. However, while modeling cannot completely achieve this goal, digital twins (a dynamic software model of a physical thing or system) present one of today’s most advanced technologies for this purpose. By tapping into the vast data pool that is inevitably created by a digital twin’s interaction with a product, companies can greatly improve their services management and customer satisfaction. 

ServiceFriday: Your Customers Received Less Than They Expected – How Much Will it Cost to Recover?

When flights are cancelled or a noisy party disturbs hotel guests, financial compensation is an effective and often-used salve to sooth aggrieved customers. Still, some firms try to avoid paying compensation, while others pay too little or not enough to achieve the customer satisfaction impact they seek. A new paper in the Journal of Service Research dissects service recovery, arming service managers with a more nuanced way of analyzing compensation size the next time they need to assuage customers.

Expanding Understanding of Service Exchange and Value Co-Creation: a Social Construction Approach

Bo Edvardsson, Karlstad University
Bård Tronvoll, Hedmark University College
Thorsten Gruber, The University of Manchester

Value-Based Selling In Business Relationships

Christian Grönroos, Hanken School of Economics Finland
Paul Viio, Hanken School of Economics Finland

A long-term selling approach requires a service approach. In order to avoid a price trap in sales negotiations, a value orientation can be taken. In this project adaptation of the sales process is developed such that it takes into account the customer’s level of buying readiness.