Patient Ideation in Service Innovation
2011 (English)Conference paper (Other academic)
Customer involvement in the ideation of service innovation is generally considered a means for the service provider to find original ideas, which result in high impact on customer satisfaction. In this study patients record ideas using a diary over a course of two weeks, capturing ideas “in situ” at the hospital or in the home environment. The study shows that patients can provide valuable ideas from the customer perspective and that they often wish to be more active participants.
Place, publisher, year, edition, pages
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-78715OAI: oai:DiVA.org:liu-78715DiVA: diva2:535089
QUIS12. The 12th International Research Symposium on Service Excellence in Management, Cornell, NY, USA, June 2-5