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

An Agenda for Service Research at the Base of the Pyramid

Heiko Gebauer, Eawag: Swiss Federal Institute of Aquatic Science and Technology
Javier Reynoso, EGADE Business School, Monterrey Institute of Technology

A Conceptual Framework of the Domain of Evidence-Based Design

Roger S. Ulrich, Texas A&M University
Leonard L. Berry, Texas A&M University
Xiaobo Quan, Center for Health Design
Janet Turner Parish, Texas A&M University

Service In A Time of Rapid Change: Innovate Through Crisis

At a Center for Services Leadership conference a year ago, board member Jonathan Leighton M.D. commented that complex forces were pushing the healthcare industry away from a relational focus to a more transactional model. For the Mayo Clinic, where Dr. Leighton and his administrative colleague Thomas Welch led the Office of Mayo Clinic Experience, that would mean backing away from the patient-first credo that the clinic has embraced since its founding. Instead, Mayo was taking steps to resist the shift.

Service in a Time of Rapid Change Series: Supply – The Long Pole in the Tent

– Written by Elizabeth Farquhar for the Center for Services Leadership

Emergency response is nothing new to National Industries for the Blind (NIB).