Healthier for whom? Technological service improvement in the healthcare industry

Yaron Timmor, Talia Rymon and Tali Gal

The Service Industries Journal, 2009, vol. 31, issue 11, 1725-1747

Abstract: 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.

Date: 2009
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DOI: 10.1080/02642060903580581

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