Understanding Service Innovation Strategies in Healthcare Organizations: A Preliminary Model: An Abstract

摘要: The slow progress with quality improvement in the healthcare industry is a sharp contrast to progress made in other industries like consumer electronics and automotive-manufacturing, which strive to improve service quality every year. The complexities and variabilities of specialized services in healthcare organizations; significant regulations creating the need to follow standard procedures with little tolerance for errors and ambiguity; wide variation in patients attended to; and large number of stakeholders, make it difficult to try innovations. Against this backdrop, not much is known about the nature of innovativeness in healthcare organizations and its relationship to performance, hence an evident need for a more detailed investigation of service innovation in this industry is compelling. Thus, this study is a starting point aiming to understand service innovation strategies adopted by innovative healthcare organizations …