Service Innovation in Healthcare: Service Today Versus Service Tomorrow

Peter Samuelsson (), Lars Witell (), Patrik Gottfridsson () and Mattias Elg ()
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Peter Samuelsson: Karlstad University
Lars Witell: Karlstad University
Patrik Gottfridsson: Karlstad University
Mattias Elg: Karlstad University

Chapter 13 in Service Innovation and Management, 2025, pp 173-184 from Springer

Abstract: Abstract The growing cost of healthcare services, together with increasing demand, is a major concern for the healthcare sector. Innovation, particularly service innovation, has been put forward as a top priority to address the major challenges of healthcare. But how should a healthcare organization balance the needs of tomorrow through service innovation with the needs of today through high-quality care on a daily basis. What development practices and innovation types need to be implemented to deliver high-quality care, now and in the future? Through combining (a) how to work on service innovation with (b) what creates satisfied patients in healthcare organizations, the current study addresses how to balance quality improvement and service innovation. Our conclusions suggest that there are specific development practices that healthcare organizations need to apply to further develop the care of patients.

Keywords: Service innovation; Customer satisfaction; Quality improvement; Healthcare (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-3-031-76560-5_13

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