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Designing the customer journey in a service delivery network: evidence from cancer patient treatments

Kaat De Pourcq (UGent) , Paul Gemmel (UGent) and Katrien Verleye (UGent)
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Abstract
Customer experiences - not in the least for customers with chronic diseases - depend on a series of exchanges over a considerable amount of time with a variety of service providers and thus a service delivery network (SDN). The impact of SDNs on the customer experience, however, is unclear. This research provides insight into (1) the service delivery system characteristics in SDNs, and (2) their impact on the relationship between customer journey duration and value for time as an important customer experience indicator. The service delivery system characteristics were explored by process travel sheets of patients undergoing cancer treatment in a hospital (n=412). These data were linked to time measurement data (n=262) and survey data (n=312) to explain customer journey duration and value for time, thereby showing the importance of the number of service events and the type of service providers. Theoretical and managerial implications are discussed.
Keywords
service processes, customer experience, time for value, customer value, customer journey, service design, service delivery networks

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Citation

Please use this url to cite or link to this publication:

MLA
De Pourcq, Kaat, Paul Gemmel, and Katrien Verleye. “Designing the Customer Journey in a Service Delivery Network: Evidence from Cancer Patient Treatments.” 14th International Research Conference in Service Management. 2016. Print.
APA
De Pourcq, Kaat, Gemmel, P., & Verleye, K. (2016). Designing the customer journey in a service delivery network: evidence from cancer patient treatments. 14th International Research Conference in Service Management. Presented at the 14th International Research Conference in Service Management.
Chicago author-date
De Pourcq, Kaat, Paul Gemmel, and Katrien Verleye. 2016. “Designing the Customer Journey in a Service Delivery Network: Evidence from Cancer Patient Treatments.” In 14th International Research Conference in Service Management.
Chicago author-date (all authors)
De Pourcq, Kaat, Paul Gemmel, and Katrien Verleye. 2016. “Designing the Customer Journey in a Service Delivery Network: Evidence from Cancer Patient Treatments.” In 14th International Research Conference in Service Management.
Vancouver
1.
De Pourcq K, Gemmel P, Verleye K. Designing the customer journey in a service delivery network: evidence from cancer patient treatments. 14th International Research Conference in Service Management. 2016.
IEEE
[1]
K. De Pourcq, P. Gemmel, and K. Verleye, “Designing the customer journey in a service delivery network: evidence from cancer patient treatments,” in 14th International Research Conference in Service Management, La Londe Les Maures, 2016.
@inproceedings{7244581,
  abstract     = {Customer experiences - not in the least for customers with chronic diseases - depend on a series of exchanges over a considerable amount of time with a variety of service providers and thus a service delivery network (SDN). The impact of SDNs on the customer experience, however, is unclear. This research provides insight into (1) the service delivery system characteristics in SDNs, and (2) their impact on the relationship between customer journey duration and value for time as an important customer experience indicator. The service delivery system characteristics were explored by process travel sheets of patients undergoing cancer treatment in a hospital (n=412). These data were linked to time measurement data (n=262) and survey data (n=312) to explain customer journey duration and value for time, thereby showing the importance of the number of service events and the type of service providers. Theoretical and managerial implications are discussed.},
  author       = {De Pourcq, Kaat and Gemmel, Paul and Verleye, Katrien},
  booktitle    = {14th International Research Conference in Service Management},
  keywords     = {service processes,customer experience,time for value,customer value,customer journey,service design,service delivery networks},
  language     = {eng},
  location     = {La Londe Les Maures},
  title        = {Designing the customer journey in a service delivery network: evidence from cancer patient treatments},
  year         = {2016},
}