Balancing Operational Services in Healthcare: An Indonesian Perspective

Herni Justiana Astuti

A chapter in Contemporary Issues and Research in Operations Management from IntechOpen

Abstract: The purpose of this chapter is to discuss the concept and application of business management services, especially healthcare services. This chapter also features an important issue in healthcare management, balancing conceptual and applied operational services and marketing in healthcare management. The text is organized in four parts. The emphasis is essential uniqueness of healthcare service management. The first part contains an introduction to healthcare covering a wide range of healthcare settings, such as clinics, hospitals, beauty treatments, fitness centers and so on. The second part contains the design of the quality of primary and secondary level healthcare services, measurement, strategies and impacts. The third part contains a healthcare customer satisfaction guarantee, experience, expectations and performance, including dissatisfaction, switching healthcare provider, trust, commitment and patient loyalty. The fourth part contains changes in healthcare business, government policies, information technology, access to health care, and state and private health insurances in Indonesia.

Keywords: operation services; service management; healthcare management; Indonesia (search for similar items in EconPapers)
JEL-codes: M11 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:135269

DOI: 10.5772/intechopen.76425

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