在管理公共卫生保健服务方面采用全面的客户价值方法:开发人员的观点

IF 2.5 Q3 MANAGEMENT

International Journal of Public Sector Management Pub Date : 2022-12-05 DOI:10.1108/ijpsm-03-2022-0080

Hanna Komulainen, Satu Nätti, Saila Saraniemi, Pauliina Ulkuniemi

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引用次数: 0

摘要

最近的文献在公共服务逻辑中呼吁对公共服务中的客户价值进行更明确的概念化。本研究旨在透过检视顾客价值方法如何应用于公共卫生保健服务的管理，以填补这一空白。设计/方法/方法本研究是芬兰公共卫生保健服务管理的定性案例研究。作者对17个地区卫生服务开发人员进行了访谈，并对访谈数据进行了专题分析。研究结果从市场营销文献中提出了将顾客价值方法应用于公共卫生服务管理的五点建议。这项研究使我们能够更深入地了解在这种情况下为客户创造价值，并改善公共医疗保健服务。原创性/价值本研究通过提出公共卫生服务中顾客价值的构成，对公共管理研究和公共服务逻辑研究有贡献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Towards a holistic customer value approach in managing public health care services: a developers' view

PurposeRecent literature within public service logic has called for more explicit conceptualisation of customer value in public services. This study aims to fill this gap by examining how the customer value approach can be applied in the management of public health care services.Design/methodology/approachThis study is a qualitative case study of management of public health care services in Finland. The authors interviewed 17 regional health care service developers and analyzed the interview data using thematic analysis.FindingsThe study suggests five propositions for applying customer value approach from the marketing literature in public health care service management. The study enables a deeper understanding of customer value creation in this context and improvement of public health care services.Originality/valueThis study contributes to the public management research in general and public service logic research in particular by suggesting what constitutes customer value in public health care services.

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来源期刊

International Journal of Public Sector Management Multiple-

CiteScore

5.00

自引率

7.10%

发文量

期刊介绍： The International Journal of Public Sector Management (IJPSM) publishes academic articles on the management, governance, and reform of public sector organizations around the world, aiming to provide an accessible and valuable resource for academics and public managers alike. IJPSM covers the full range of public management research including studies of organizations, public finances, performance management, Human Resources Management, strategy, leadership, accountability, integrity, collaboration, e-government, procurement, and more. IJPSM encourages scholars to publish their empirical research and is particularly interested in comparative findings. IJPSM is open to articles using a variety of research methods and theoretical approaches.