公共卫生保健作为价值破坏者 - 客户视角
1Faculty of Management and Business, Tampere University , Tampere, Finland.
Journal of health organization and management
|November 3, 2025
概括
公共医疗保健中的精益管理通过不良的访问,破碎的流程和糟糕的服务遭遇,破坏了客户价值,导致不信任和伤害. 这凸显了关怀条件对于价值共同创造是多么的重要.
科学领域:
- 服务研究服务研究
- 医疗保健管理的管理
- 客户价值理论 客户价值理论
背景情况:
- 公共卫生保健系统通常旨在共同创造价值.
- 精益管理原则越来越多地应用于公共卫生保健.
- 了解价值破坏对于服务改进至关重要.
研究的目的:
- 探索精益管理公共卫生保健中的客户价值破坏.
- 实证地应用价值破坏和共同破坏的概念.
- 分析客户对感知价值损失的反.
主要方法:
- 来自芬兰福利服务县的507个客户反响应的定性分析.
- 专注于以0的净促销商评分和开放式评论的反.
- 由价值破坏理论指导的吸收性内容分析.
主要成果:
- 客户价值被摧毁或共同摧毁,原因是限制访问,功能失调的流程和服务遇到不足.
- 系统性故障将客户排除在外,而经验恶化导致混乱,自我照顾问题,情绪伤害和信任丧失.
- 通过有限的互动,妥协的护理和侵蚀的信任来表现的价值破坏.
结论:
- 在精益管理的公共卫生保健环境中运行价值破坏和共同破坏.
- 挑战公共服务逻辑的价值共同创造的规范理想.
- 证明可访问性和沟通等基本条件是价值共同创造的先决条件.
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