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https://doi.org/10.21256/zhaw-22172| Publication type: | Working paper – expertise – study |
| Title: | Service- and recovery-oriented service provision in healthcare organisations |
| Authors: | Gerber, Nicole |
| et. al: | Yes |
| DOI: | 10.21256/zhaw-22172 |
| Extent: | 13 |
| Issue Date: | Mar-2021 |
| Publisher / Ed. Institution: | ZHAW Zürcher Hochschule für Angewandte Wissenschaften |
| Publisher / Ed. Institution: | Wädenswil |
| ISSN: | 1662-985X |
| Language: | English |
| Subjects: | Service orientation; Interprofessional cooperation; Collaboration; Salutogenesis; Image building |
| Subject (DDC): | 362: Health and social services 658.2: Facility Management |
| Abstract: | In the face of increasing competitive pressure, healthcare organisations are becoming more and more interested in patient satisfaction. A comprehensive literature research reveals that the non-medical services play an important role in this respect. In this working paper, it is demonstrated how hospitality, hotel, catering, hygiene, cleaning and textile services as well as equipment- and service-oriented design of infrastructure and environment can contribute to positive perception of services provided in healthcare organisations and thus contribute to patient recovery and patient satisfaction. The research reveals clearly that different medical and non-medical professions should collaborate more often and more intensely in order to jointly contribute to this goal. Specific recommendations with regard to service- and recovery-oriented service provision are formulated for practice as well as the need for further scientific research. |
| Further description: | Translation of the German original (https://doi.org/10.21256/zhaw-21153). |
| URI: | https://www.zhaw.ch/de/lsfm/forschung/facility-management/working-papers/ https://digitalcollection.zhaw.ch/handle/11475/22172 |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | Life Sciences and Facility Management |
| Organisational Unit: | Institute of Facility Management (IFM) |
| Appears in collections: | Publikationen Life Sciences und Facility Management |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 2021_Gerber-etal_Service-and-recovery-oriented-service-provision-in-healthcare-organisations.pdf | 352.5 kB | Adobe PDF |  View/Open |
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Gerber, N. (2021). Service- and recovery-oriented service provision in healthcare organisations. ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-22172
Gerber, N. (2021) Service- and recovery-oriented service provision in healthcare organisations. Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Available at: https://doi.org/10.21256/zhaw-22172.
N. Gerber, “Service- and recovery-oriented service provision in healthcare organisations,” ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Wädenswil, Mar. 2021. doi: 10.21256/zhaw-22172.
GERBER, Nicole, 2021. Service- and recovery-oriented service provision in healthcare organisations [online]. Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Verfügbar unter: https://www.zhaw.ch/de/lsfm/forschung/facility-management/working-papers/
Gerber, Nicole. 2021. “Service- and Recovery-Oriented Service Provision in Healthcare Organisations.” Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-22172.
Gerber, Nicole. Service- and Recovery-Oriented Service Provision in Healthcare Organisations. ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Mar. 2021, https://doi.org/10.21256/zhaw-22172.
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