作者
Francesco Schiavone, Daniele Leone, Annarita Sorrentino, Alessandro Scaletti
发表日期
2020/8/13
期刊
Business Process Management Journal
卷号
26
期号
4
页码范围
889-908
出版商
Emerald Publishing Limited
简介
Purpose
The study aims to provide an exploratory investigation of the magnitude of the customer-centric approach in the specific area of healthcare as a contribution to the scarce and preliminary literature on this topic. In particular, it explores the role of sharing economy-based (SE-based) platforms as an experiential touchpoint to co-create value within different levels. Specifically, the purpose of the study is threefold. First, it aims to address the service experience innovation in healthcare with a customer-centric approach. Second, it seeks to define the role of the SE-based platform as a touchpoint to redefine business processes, and third, it measures the co-created value within the network when redesigning the service experience.
Design/methodology/approach
To address the research question, the authors proposed an analysis of service innovation and customer centricity in healthcare networks by using the case …
学术搜索中的文章
F Schiavone, D Leone, A Sorrentino, A Scaletti - Business Process Management Journal, 2020