Improving Service Provision – The Health Care Services' Perspective

Winter, Vera; Kjærgaard Thomsen, Mette; Schreyögg, Jonas; Blankart, Katharina; Duminy, Lize; Schoenenberger, Lukas; Ansah, John P.; Matchar, David; Blankart, Carl Rudolf; Oppel, Eva; Jensen, Ulrich Thy (2019). Improving Service Provision – The Health Care Services' Perspective. Journal of service management research, 3(4), pp. 163-183. C.H.Beck oHG 10.15358/2511-8676-2019-4-163

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How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is touched by in their life. The topic embraces different perspectives or levers, including the (re)organization of service provision, a stronger focus on the patient in the service delivery process, and the crucial role of employees in health service provision. We invited a group of well-renown scholars from different academic fields to share with us personal observations, empirical evidence, and interpretations of how to improve service provision in health care in the form of individual commentaries that cover the different perspectives. The resulting special research article includes motivations on why changes in the health care sector make service management research (smr) more relevant, it depicts implications (of smr) for health care organizations, and it outlines suggestions for future research. This article is designed to offer avenues for further service research on different perspectives for the improvement and professionalization of health care – a discipline in which joint efforts of service and health care Researchers can have great societal impact.

Item Type:

Journal Article (Original Article)


04 Faculty of Medicine > Faculty Institutions > sitem Center for Translational Medicine and Biomedical Entrepreneurship > Healthcare Regulation and Management
11 Centers of Competence > KPM Center for Public Management

UniBE Contributor:

Blankart, Carl Rudolf Berchtold


300 Social sciences, sociology & anthropology > 350 Public administration & military science
300 Social sciences, sociology & anthropology > 330 Economics




C.H.Beck oHG


[4] Swiss National Science Foundation ; [UNSPECIFIED] Ministry of Health, Singapore




Carl Rudolf Berchtold Blankart

Date Deposited:

13 Feb 2020 10:54

Last Modified:

11 Sep 2021 05:05

Publisher DOI:





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