Andrew S. Gallan

Service-Logic innovations: How to Innovate Customers, Not Products

Despite the increasing presence of a variety of measures of patient health care experiences in research and policy, there remains a lack of consensus regarding measurement. The objectives of this paper were to: (1) explore and describe what is known about measures and measurement of patient experience and (2) describe evaluation approaches/methods used to assess patient experience.

Examining career development programs for the sales force

Purpose – The purpose of this article is to explore career development programs for the sales force including benefits, implementation and managerial implications.Design/methodology/approach – Career development programs are viewed through a conceptual model consisting of assessment, direction and development.Findings – This paper provides a comprehensive list of the benefits of a career development program for sales forces.Practical implications – The conceptual model can serve as a checklist for sales managers to evaluate, add to or modify their programs. The conceptual model also provides a framework for tying together many disparate areas of career development that have been handled separately or ignored in the sales management literature.Originality/value – This paper provides a comprehensive conceptual model of career development that has not been present in the sales management literature. This should be useful to sales managers in evaluating their own career development efforts. The framework should also be useful to sales management scholars who teach and do research in this area.

Service Research in Health Care: Positively Impacting Lives

Health care is an industry that touches virtually everyone at some point in their life. It is in many regards the backbone of society and human interaction. The health care industry employs a significant number of people and contributes substantially to the gross domestic product (GDP) of developed economies. In 2013, global spending on health care was US

A Comparison and Expansion of the Bases Used for Evaluating Salespeople's Performance

7.2 trillion, which represents 10.6% of global GDP; and over the next few years, health spending is expected to accelerate, increasing to a total of US

Journal of Service Research Special Section on Health Service Research A Multidisciplinary Perspective

9.3 trillion by 2018 (Deloitte 2015). This rise will be largely driven by the health needs of aging and expanding populations, the rising prevalence of chronic disease, market expansion, improvements in infrastructure, and advances in technology and treatment (Deloitte 2015). The health care industry is undergoing tremendous change. Health services are increasingly seen as people-centered where the perspective of individuals, families, and communities are adopted and where these actors are seen as active participants or cocreators, as well as beneficiaries, of the health system (World Health Organization 2016). Health care customers are no longer passive recipients of service; they are taking a more active role in their care, engaging in a range of activities and interactions with many different stakeholders (McColl-Kennedy et al. 2012; Ostrom et al. 2015). Moreover, health service integration is increasingly being adopted where people are able to receive a continuum of health services, according to their needs, across the different levels of the health system over their lifetimes (World Health Organization 2016). A key challenge is that individuals and organizations from health, service delivery, and other sectors need to come together to make people-centered and integrated health services a reality (Black and Gallan 2015). Health service research can contribute greatly to this agenda. Many research communities focus on health care: population health, health economics, health care management, epidemiology, and health services research, to name just a few. While these fields each have their own perspective, and each contributes to better understanding health care systems and outcomes, none has as much potential to develop theory as the service research community. Health care across the globe is in dire need of improvements in efficiency, productivity, compassionate and patient-centered care, access, and inclusion. Service scholars have been called to meet these challenges by conducting, publishing, and disseminating impactful research. Service researchers thus have a tremendous opportunity to apply, expand, and develop new theoretical lenses to assess and improve service in health care. Health care is a service people do not necessarily want; further, it involves individuals who are highly vulnerable (Berry and Bendapudi 2007). The service rendered is personal with actions directed at the individual’s body or psyche. It is also fraught with emotion (Berry and Bendapudi 2007; Gallan et al. 2013) and can elicit fear and anxiety as well as relief and jubilation. Health needs can be acute or chronic, reflecting a specific episode or unfolding over multiple encounters across the lifetime of an individual. Patients often describe their experiences as a journey. The firm and customer may coproduce service during this journey, but the customer’s experience of health extends well beyond the firm-customer dyad to involve their own cognitive and emotional resources as well as resources from friends, family, and other customers and from other firms and the community (McCollKennedy et al. 2012; Sweeney, Danaher, and McColl-Kennedy 2015). An individual’s health is influenced by a myriad of physical, social, economic, cultural, and environmental factors that involve multiple stakeholders (World Health Organization 2007). As such, a much broader and deeper understanding of the health care customer is needed than in any other service context to deliver the best possible service experience (L. L. Berry, personal communication, August 4, 2016). The firm’s perspective, and that of its employees, in providing quality health care is equally important as that of the customer (Lee et al. 2013). Every health care system is complex, and organizations must balance limited resources, the need for infrastructure improvement, the development and implementation of treatment and technology advances, and a vast array of human resources. Health care organizations and departments often operate as ‘‘silos,’’ where each unit functions independently of the others. This means that many firms are struggling

Customer experience challenges: bringing together digital, physical and social realms

Evaluating the performance of salespeople is more important today than ever before because of substantial changes in technology, team selling, services selling, and perspectives on evaluations. Therefore, in this study, we collected data from sales managers in a wide variety of industries to assess the effect of these changes on the evaluation bases managers use. Findings indicate the importance of relationships and salesperson efficiency on the value of salespeople to the firm, the effect of a growing service sector, and the effect of team selling on performance and evaluation. Finally, we discuss the increased role of customer evaluations and provide implications and suggestions for further research.

Patient Experience Measurement Ignores Mental Health: Suggestions for Healthcare Organizations

The Journal of Service Research calls for submissions for a special section: Health Service Research: A Multidisciplinary Perspective. As global expenditure on health care reaches

Transformative Service Research: An Agenda for the Future

6.5 trillion (Deloitte 2012), research examining issues critical to health care service from a societal, community, organizational, employee, customer, and network perspective is critical. Indeed, Ostrom et al. (2010) identified health care as an important context for a variety of services research priorities, and Berry and Bendapudi (2007) described health care as a ‘‘fertile field for service research.’’ We invite scholars from both within and outside of business disciplines including marketing, management, information technology, economics, anthropology, design, education policy, health and public administration, psychology, public policy, social work, sociology and other related disciplines to submit papers that examine the relationship between service and health care. Health care contexts are broad and diverse, presenting opportunities for truly multidisciplinary research that explicitly ties health care to service provision. All approaches (empirical, analytical, or conceptual) that create or extend theory in health service are welcome. The JSR is a scholarly journal that publishes the highest level of research relating to service. To be published in JSR, a manuscript must significantly advance theory, provide managerially-meaningful, and generalizable empirical research, or provide new models or methods that can be used to improve service. Examples of topics include, but are not limited to: Service Innovation, Design, and Quality in Health Care Delivery The Impact of Servicescapes in Health Services New Service Models of Delivering Health Care Front Line Employees and Service Provision in Health Care A Network View of Health Care Services Innovative Measurement and Metrics in Health Care Services The Role of New Technologies in Providing Health Care Services (Electronic Medical Records, Health Information Technology, etc.) Understanding the Patient Experience Consumer Behavior in Health Services Value Cocreation, Participation, and Engagement in Health Care Services Methodological Breakthroughs in Health Service Research

Customer Positivity and Participation in Services: An Empirical Test in a Health Care Context

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).,Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.,The conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.,A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.,This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.,This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.,The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

Evaluation and Measurement of Patient Experience

In today’s evolving and dynamic healthcare environment, measures and reimbursement hold the ability to drive strategies and behaviors. Thus, if mental health is not considered when developing reimbursement structures for ‘value-based purchasing,’ then it becomes marginalized and misunderstood. However, patient experience managers are just beginning to explicitly acknowledge mental health as a significant patient-level consideration. This is true, despite the recognition that positive patient experiences have been shown to be related to enhanced adherence to treatment, better clinical outcomes, improved patient safety, and lower resource utilization (Anhang Price et al., 2014).The aims of this paper are to: (1) briefly capture the existing state of patient experience measures and management; (2) highlight the lack of incorporating mental health issues into patient experience measurement; (3) recommend more explicit acknowledgment and incorporation of mental health factors in patient experience measures and management; and to (4) outline how integrating mental health awareness and considerations into patient experience management provides the opportunity for improved processes, outcomes, and quality of life.