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dc.date.accessioned2019-11-25T10:25:26Z
dc.date.available2019-11-25T10:25:26Z
dc.date.issued2019
dc.identifier.urihttp://hdl.handle.net/10852/70983
dc.description.abstractEarlier studies have reported that there is a huge gap between customers and service providers in terms of the perceived quality of the service experience. This research addresses the delivery gap between service providers and service customers by offering service providers tools and strategies that enable them to better understand the complexity of their services. This research contributes to the field of health service research through the identification of the key components of services in healthcare and the development of the service process learning cycle model, which improves the understanding of complex service processes in healthcare. This study also contributes to the service design field, as it includes a discussion of the communication gaps in service design, and an exploration of how a visual language and the artefacts generated by the language can contribute to service providers’ understanding of complex services in empirical settings.en_US
dc.language.isoenen_US
dc.relation.haspartPaper 1: Lee, Eunji (2016). Service Design Challenge: Transitioning From Concept to Implementation, In Nicola Morelli; Amalia de Götzen & Francesco Grani (ed.), Service Design Geographies. Proceedings of the ServDes2016 Conference. Linköping University Electronic Press, Linköpings universitet. ISBN 978-91-7685-738-0. Article no. 019, pp 228-240. The article is included in the thesis.
dc.relation.haspartPaper 2: Lee, E. (2017) Describing Service Performances: What Are the Challenges?. In: Ahram T., Karwowski W. (eds) Advances in The Human Side of Service Engineering. Advances in Intelligent Systems and Computing, vol 494. Springer, Cham. Print ISBN 978-3-319-41946-6. DOI: 10.1007/978-3-319-41947-3_25. The article is not available in DUO due to publisher restrictions. The published version is available at: https://doi.org/10.1007/978-3-319-41947-3_25
dc.relation.haspartPaper 3: Lee, E. (2017). Identifying Key Components of Services in Healthcare in the Context of out-Patient in Norway. In: Proceedings of the 10th International Joint Conference on Biomedical Engineering Systems and Technologies - Volume 5 HEALTHINF: HEALTHINF, (BIOSTEC 2017) ISBN 978-989-758-213-4, pages 354-361. DOI: 10.5220/0006170803540361. The article is not available in DUO due to publisher restrictions. The published version is available at: https://doi.org/10.5220/0006170803540361
dc.relation.haspartPaper 4: Eunji Lee. A Service Design Thinking Approach for Stakeholder-Centred eHealth. In: Exploring Complexity in Health: An Interdisciplinary Systems Approach. A. Hoerbst et al. (Eds.). 2016. European Federation for Medical Informatics (EFMI) and IOS Press. This article is published online with Open Access by IOS Press and distributed under the terms of the Creative Commons Attribution Non-Commercial License 4.0 (CC BY-NC 4.0). DOI: 10.3233/978-1-61499-678-1-177 The article is included in the thesis. Also available at: https://doi.org/10.3233/978-1-61499-678-1-177
dc.relation.haspartPaper 5: Lee, Eunji; Karahasanovic, Amela & Halvorsrud, Ragnhild (2015). A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management. International Journal On Advances in Software, 8(3&4); 288-308. http://www.iariajournals.org/software/ 2015©Copyright by authors, published under agreement with IARIA. The article is included in the thesis.
dc.relation.haspartPaper 6: Eunji Lee. Understanding Communications in Homecare Practices: Service Process Learning Cycle Using Service Design Methods. Submitted to International Journal of Health Services. Under review. To be published. The paper is not available in DUO awaiting publishing.
dc.relation.urihttps://doi.org/10.1007/978-3-319-41947-3_25
dc.relation.urihttps://doi.org/10.5220/0006170803540361
dc.relation.urihttps://doi.org/10.3233/978-1-61499-678-1-177
dc.titleMaking the invisible visible: Understanding complex healthcare service processes for assessmenten_US
dc.typeDoctoral thesisen_US
dc.creator.authorLee, Eunji
dc.identifier.urnURN:NBN:no-74104
dc.type.documentDoktoravhandlingen_US
dc.identifier.fulltextFulltext https://www.duo.uio.no/bitstream/handle/10852/70983/1/PhD-Eunji-Lee-2019.pdf


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