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The impact of front-office/ back-office configurations on performance in a complex health service environment: a multiple case study

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Abstract
Acquired Brain Injury (ABI) can occur from various causes at different ages and can lead to many different types of health care needs. This makes the group of patients very diverse. Hence, many health care providers may be involved in treatment. The development of the coordination and contact points (CCP’s) over time has led to front/back office configurations that vary in the ABI networks. We address the following question: How does the front/back-office configuration of a coordination and contact point (CCP) of an ABI-network influence the performance in the process of advising ABI clients?
Keywords
healthcare, front/back office operations, complex services

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MLA
Gemmel, Paul, Bert Meijboom, and Thomas van Steenis. “The Impact of Front-office/ Back-office Configurations on Performance in a Complex Health Service Environment: a Multiple Case Study.” 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings. Ed. D Donck et al. 2012. Print.
APA
Gemmel, P., Meijboom, B., & van Steenis, T. (2012). The impact of front-office/ back-office configurations on performance in a complex health service environment: a multiple case study. In D. Donck, R. de Koster, S. de Leeuw, J. Fransoo, & J. Van der Veen (Eds.), 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings. Presented at the 4th World Conference P&OM / 19the International Annaul EurOMA Conference.
Chicago author-date
Gemmel, Paul, Bert Meijboom, and Thomas van Steenis. 2012. “The Impact of Front-office/ Back-office Configurations on Performance in a Complex Health Service Environment: a Multiple Case Study.” In 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings, ed. D Donck, R de Koster, S de Leeuw, J Fransoo, and J Van der Veen.
Chicago author-date (all authors)
Gemmel, Paul, Bert Meijboom, and Thomas van Steenis. 2012. “The Impact of Front-office/ Back-office Configurations on Performance in a Complex Health Service Environment: a Multiple Case Study.” In 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings, ed. D Donck, R de Koster, S de Leeuw, J Fransoo, and J Van der Veen.
Vancouver
1.
Gemmel P, Meijboom B, van Steenis T. The impact of front-office/ back-office configurations on performance in a complex health service environment: a multiple case study. In: Donck D, de Koster R, de Leeuw S, Fransoo J, Van der Veen J, editors. 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings. 2012.
IEEE
[1]
P. Gemmel, B. Meijboom, and T. van Steenis, “The impact of front-office/ back-office configurations on performance in a complex health service environment: a multiple case study,” in 4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings, Amsterdam, The Netherlands, 2012.
@inproceedings{3152361,
  abstract     = {Acquired Brain Injury (ABI) can occur from various causes at different ages and can lead to many different types of health care needs. This makes the group of patients very diverse. Hence, many health care providers may be involved in treatment. The development of the coordination and contact points (CCP’s) over time has led to front/back office configurations that vary in the ABI networks. We address the following question: How does the front/back-office configuration of a coordination and contact point (CCP) of an ABI-network influence the performance in the process of advising ABI clients?},
  author       = {Gemmel, Paul and Meijboom, Bert and van Steenis, Thomas},
  booktitle    = {4th World Conference P&OM / 19the International Annaul EurOMA Conference, Proceedings},
  editor       = {Donck, D and de Koster, R and de Leeuw, S and Fransoo, J and Van der Veen, J},
  keywords     = {healthcare,front/back office operations,complex services},
  language     = {eng},
  location     = {Amsterdam, The Netherlands},
  pages        = {10},
  title        = {The impact of front-office/ back-office configurations on performance in a complex health service environment: a multiple case study},
  year         = {2012},
}