Healthier for whom? Technological service improvement in the healthcare industry

This study tackles the dilemma of a technology-based service improvement wherein an organization performs a technology change to improve its service process, while its customers do not necessarily perceive the new service as an improvement. The empirical research follows a healthcare provider that c...

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Bibliographic Details
Published inThe Service industries journal Vol. 31; no. 11; pp. 1725 - 1747
Main Authors Timmor, Yaron, Rymon, Talia, Gal, Tali
Format Journal Article
LanguageEnglish
Published London Routledge 01.08.2011
Taylor & Francis Ltd
Subjects
Call centers
call centres
Customer services
Health care industry
healthcare organization
service improvement
service process
Studies
Technological change
technology change
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Summary:This study tackles the dilemma of a technology-based service improvement wherein an organization performs a technology change to improve its service process, while its customers do not necessarily perceive the new service as an improvement. The empirical research follows a healthcare provider that changed its primary care provider appointment scheduling using a new call centre technology. The methodology involves three processes reflecting the entire change: personal interviews, focus groups, and surveys. To facilitate adoption of a technology-based service, it is recommended that there be a focus on customers' experience with similar service industries' image, and organizational policies on contracting service representatives.
ISSN:0264-2069
1743-9507
DOI:10.1080/02642060903580581