Abstract
Berry AMS Review, 9(1–2), (2019) highlights the urgent need for innovation in healthcare as cost pressure is intense and service quality, both in terms of objective care and treatment quality, is critical for the wellbeing of our societies. Yet, administrative and operational waste is prevalent and service quality leaves much to be desired in many healthcare institutions. This commentary draws on the article by Wirtz and Zeithaml Journal of Service Management, 29(5), 907–931, (2018) and discusses how three strategic pathways towards cost-effective service excellence (CESE) can be applied to healthcare. CESE is defined as achieving low unit costs (i.e., high productivity) while at the same time delivering service quality (i.e., service excellence) at an industry-leading level. The three pathways are the dual culture strategy, the operations management approach, and the focused service factory strategy. Implications for innovation in healthcare are discussed.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
