Developing customer-oriented service bundles: the case of Finnish public healthcare

Henna Järvi, Mika Immonen and Mikko Pynnönen

International Journal of Business Innovation and Research, 2016, vol. 11, issue 3, 326-344

Abstract: Governments worldwide are addressing the challenge of ageing. The elderly will have a more worthwhile and independent life when they can live at home for as long as possible; a situation which would also decrease the costs of public healthcare. Therefore, service offerings should be modified on the basis of changing needs, and governments should offer genuine solutions that make it possible for the elderly to live at home. What must be understood is that the elderly require a variety of different services, which go beyond healthcare. In this quantitative and explanatory study, we formulated customer-oriented service bundles that would satisfy the needs of public healthcare customers, and therefore provide them with value.

Keywords: value creation; value co-creation; service bundling; customer orientation; market segmentation; social network analysis; SNA; public healthcare; Finland; old people; ageing; elderly; home living; home care; healthcare services. (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbire:v:11:y:2016:i:3:p:326-344

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