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IRC Seminar, presented by Dr Vincent Peters: "Guiding interactions between service providers and customers in modular healthcare: A case study"

Service Design Omnichannel mtime20200915112627
Event information
Date 9 March 2023
Time 13:30-14:30 (Timezone: Europe/London)
Price Free
Venue Henley Business School, Whiteknights Campus
Event types:
Webinars Seminars


This talk will present 1 project on interfaces in modular healthcare provision for children with Down syndrome.

Aim: Interfaces guide and manage interactions in complex modular services. However, there is little understanding of the actual role of interfaces between service providers and customers in complex modular services. This is remarkable, given the strong need for customer centeredness in most complex modular services.

Method: We conducted a qualitative, single case study. Data collection involved 74 semi-structured interviews, 12 unstructured observations, and secondary data in so-called ‘Downteams’ in the Netherlands (these teams provide chronic healthcare for children with Down syndrome).

Result: We identified a wide variety of interfaces in this example of complex modular healthcare provision. We are the first to focus on interfaces between service providers and customers and we challenge the existing theory on interfaces in service modularity by showing that interfaces between providers and customers allow customers to become actively involved in their own complex service before, during, and after service provision.

Duration: 45 minutes, 15 minutes Q&A

Short speaker bio

Dr Vincent Peters is both a post-doc researcher at the Department of Tranzo, School of Social and Behavioral Sciences, Tilburg University, and a lecturer at the Department of Management, School of Economics and Management, Tilburg University. His research focuses on the organization of healthcare and how it can improve the delivery of patient-centered care. He is particularly interested in the application of modularity in healthcare, but also exploring different contexts, i.e. tourism industry.

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