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- Engström, Jon, 1980-, et al.
(författare)
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A self-determination theory perspective on customer participation in service development
- 2015
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Ingår i: Journal of Services Marketing. - : Emerald Group Publishing Limited. - 0887-6045. ; 29:6/7, s. 511-521
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Tidskriftsartikel (refereegranskat)abstract
- Purpose– The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services.Design/methodology/approach– This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating.Findings– This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness.Practical implications– Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being.Originality/value– This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.
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| 2. |
- Engström, Jon, 1980-, et al.
(författare)
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Service design in healthcare : a segmentation-based approach
- 2022
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Ltd. - 1757-5818 .- 1757-5826. ; 33:6, s. 50-78
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.Design/methodology/approach - The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.Findings - The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.Practical implications - The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.Originality/value - The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.
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| 5. |
- Poksinska, Bozena, et al.
(författare)
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Listening to the voice of the patient: new insights in health care service development
- 2011
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Ingår i: Proceedings QMOD Conference on Quality and Service Sciences 2011. - 8480812117
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Background and Purpose – The patient is usually the only one with a full understanding and experience of an entire health care episode, yet this experience and knowledge is seldom used in health care service development. It is not an understatement to say that lip service is often paid to the patient’s view. This paper aims to draw attention to the possibilities of user-driven innovation in the health care sector. The research question that guides the present study is: How can patients participate in health care development, depending on the degree of co-production in care processes? Design/methodology/approach – The empirical data was collected through the use of patient diaries. Participants belonged to either one of two categories of care – chronic disease (rehabilitation, gastro) and episodic disease (orthopaedic surgery). The participants were asked to write about everyday situations which were related to their own health care problem and contacts with health care providers, and write down ideas for improvements. In total, 53 diaries have been collected and analysed. The analysis was made through a process where patient ideas were identified and classified by the researchers. Descriptive statistics on the characteristics of the ideas and their relation to service development were then made. Findings – Our results show that patients can make varying contributions to the development of health care services, depending on the degree of co-production and the context of idea generation. Based on these two variables we describe four different roles for the contribution of patients to the development of health care services: patient as provider of information (patient with episodic disease at caregiver); patient as an expert (patient with chronic disease at caregiver); patient as co-developer (patient with chronic disease at home); and patient as sole developer (patient with episodic disease at home). Research implications –The patient diary opens new, interesting opportunities in the field of patient co-creation. Much more work is needed in this direction. Practical implications – We stress that the patient is an under-used resource and listening to the voice of the patient can generate great benefits for health care service development.
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| 6. |
- Williamsson, Jon, 1978, et al.
(författare)
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Feasibility study of the electrification of the urban goods distribution transport system, part II
- 2015
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Based on the results from FFI project Feasibility study of the electrification of the urban goods distribution transport system (Vinnova reg. no. 2011-01803), this project aimed to investigate how urban goods distribution fleets can be electrified and how new logistics solutions and incentives can influence the transition in a positive way, considering the year 2015, 2020 and 2025. The project is divided into five work packages (WP). The purpose of the first work package, WP1 Fleet Electrification Study, was to evaluate at what rate it is possible for urban goods distribution fleets to become electrified. WP2, Service Impact Evaluation, is a description of ICT services to support electric trucks for goods distribution in cities. The purpose of WP3, Comparative Fleet Electrification Case and Best Practice Investigation, was to compare the electrification case for TGM/Bäckebol in Gothenburg to a reference case in France and to the findings from research and demonstration projects within Europe. WP4, Method Description, package had two purposes. First, it aimed to broadly describe, from a project management perspective, how the project was executed. Second, it presents a review of the project based on the members’ views on how the project was conducted. Finally, WP5, Project Management, included the operative project management activities in the different work packages as well as administrative work such as financial reporting and communications on project progress and results. The project results show that it is difficult for the EVs to compete in 2015 considering a replacement of the diesel trucks with all-electric trucks. However, in 2020 the switch to an EV produces a small profit. This positive outcome for the EV is repeated in 2025 over 8 years of operation. Comparing the results, the two shifts solution never did get financially competitive with the diesel vehicle used in one shift. The reason for this was that the cost of unsocial hours was greater than the benefit of increased utilization of the EVs. Keeping the amount of unsocial hours down, while maximizing the utilization rate of the EV is therefore paramount. In other cities than Gothenburg, where congestion causes severe delays, the efficiency gained by distributing goods off-hours might balance the higher salary costs. The starting point in both the previous and in this project was the introduction of new technology to reduce the negative environmental impact of transports. As the project progressed it became clear that many parameters, other than strictly technological ones, influence the possibility to make a transition to electric distribution. One example, as described above, is the case of off-hour distribution, where the increased salary cost was too high to make the business case profitable. Another example is the limited range of electric vehicles. As the cost competitiveness of electric vehicles benefit greatly from specialization, the business relationship between the transport operator and the shippers becomes more important than in the case of a diesel vehicle. Long term assignments with well-defined transport routes are preferable to be able to use the vehicles long term and dare to take the higher investment cost.
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