Handbook on Customer Centricity

Handbook on Customer Centricity
Author: Robert W. Palmatier
Publisher: Edward Elgar Publishing
Total Pages: 384
Release: 2019
Genre: Business & Economics
ISBN: 1788113608

Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.

The Economic Geography of Globalization

The Economic Geography of Globalization
Author: Piotr Pachura
Publisher: BoD – Books on Demand
Total Pages: 280
Release: 2011-07-27
Genre: Business & Economics
ISBN: 9533075023

Very often the process of globalization is referred the word economy evolution. Often we measure and study globalization in the economic relevance. The economy is possibly the most recognized dimension of globalization. That is why we see many new phenomena and processes on economic macro levels and economic sectoral horizons as well as on specific "geography of globalization". The book The Economic Geography of Globalization consists of 13 chapters divided into two sections: Globalization and Macro Process and Globalization and Sectoral Process. The Authors of respective chapters represent the great diversity of disciplines and methodological approaches as well as a variety of academic culture. This book is a valuable contribution and it will certainly be appreciated by a global community of scholars.

An Examination of Value Co-creation at the Micro Level in a Healthcare Setting

An Examination of Value Co-creation at the Micro Level in a Healthcare Setting
Author: Kofi Osei-Frimpong
Publisher:
Total Pages: 0
Release: 2014
Genre:
ISBN:

The literature on service-dominant logic has highlighted the central role value cocreation plays in enhancing service delivery. Thus, understanding value co-creation is imperative as it presents new opportunities for providers (firms) to create value with patients (customers). A number of studies have focused on the actor activities in the value co-creation process outside the service encounter. Thus, activities put forward by firms to engage customers, and activities observed by consumers to engage with the firm to co-create value. Using a mixed method research design, this thesis explores value co-creation at the micro level between the doctor and the patient in a healthcare setting to further the understanding of actors' differing perceptions of value and key factors that drive value co-creation. The study takes a patient centric view of value from the experiential perspective by examining the service encounter between the doctor and patient in the consulting room. The first study of the sequential design is exploratory and qualitative with results leading to the second study, quantitative research. The qualitative study found three key factors influencing the value co-creation at the micro level that include the social context of the encounter, the beliefs and perceptions of the actors, and the partnership between the doctor and the patient. The findings also suggest the experiential view of value in the healthcare setting. The quantitative study affirmed the importance of these critical areas of the co-creation process and how they impact on the service outcomes that include improved service engagement, improved compliance to medical instructions and perceived value realised. The findings also highlight the effects of actor characteristics on value co-creation. The thesis contributes to the value co-creation literature to further our understanding of the micro level factors influencing value co-creation from the dyadic perspective. The thesis also contributes to the healthcare value literature and contends that value in healthcare extends beyond the economic perspective to the experiential perspective. The study also contributes to the methodological discourse on the application of quantitative approaches to examine value co-creation, and propose a model that have both theoretical and managerial implications.

The Future of Competition

The Future of Competition
Author: C. K. Prahalad
Publisher: Harvard Business Press
Total Pages: 273
Release: 2004-02-18
Genre: Business & Economics
ISBN: 1422160742

In this visionary book, C. K. Prahalad and Venkat Ramaswamy explore why, despite unbounded opportunities for innovation, companies still can't satisfy customers and sustain profitable growth. The explanation for this apparent paradox lies in recognizing the structural changes brought about by the convergence of industries and technologies; ubiquitous connectivity and globalization; and, as a consequence, the evolving role of the consumer from passive recipient to active co-creator of value. Managers need a new framework for value creation. Increasingly, individual customers interact with a network of firms and consumer communities to co-create value. No longer can firms autonomously create value. Neither is value embedded in products and services per se. Products are but an artifact around which compelling individual experiences are created. As a result, the focus of innovation will shift from products and services to experience environments that individuals can interact with to co-construct their own experiences. These personalized co-creation experiences are the source of unique value for consumers and companies alike. In this emerging opportunity space, companies must build new strategic capital—a new theory on how to compete. This book presents a detailed view of the new functional, organizational, infrastructure, and governance capabilities that will be required for competing on experiences and co-creating unique value.

Service Innovation in German Community Pharmacies. The Consumer Perspective

Service Innovation in German Community Pharmacies. The Consumer Perspective
Author: Felix Kerst
Publisher: GRIN Verlag
Total Pages: 52
Release: 2022-01-05
Genre: Business & Economics
ISBN: 3346567176

Bachelor Thesis from the year 2021 in the subject Business economics - General, grade: 1,0, LMU Munich (Institut for Innovation Management), language: English, abstract: This thesis reviews the currently available literature on the role of community pharmacies and their services from the consumer perspective. As literature is very scarce qualitative, consumer interviews have been conducted to answer the research question "how do consumers perceive the pharmacists’ role and their responsibility towards providing / innovating patient care services". In recent years, the shift from a goods-centered perspective to service oriented economic concepts is dominating marketing research. This service dominated approach is lately also applied to healthcare. Issues such as consumer experience and perspectives, customer journeys and value cocreation are entering the healthcare context. Community pharmacies are essential service providers in German healthcare and thus an important touchpoint for patients within their medication and disease management. New digital technologies and networks further facilitate the opportunities for an active cooperation between patients and healthcare providers such as community pharmacies.

The Smart City and the Co-creation of Value

The Smart City and the Co-creation of Value
Author: Nobuyuki Tokoro
Publisher: Springer
Total Pages: 134
Release: 2015-11-11
Genre: Business & Economics
ISBN: 4431558462

​The original point that differentiates this text from otherwise similar texts is that it looks at the building of smart cities from the viewpoint of an interchange of knowledge among companies in different industries, or “Ba” as shared context in motion, and emphasizes that the resulting value becomes a source of new corporate competitive advantage. In recent years numerous publications have appeared that analyze smart cities from various perspectives including urban planning and administration, network theory, and innovation. However, few are academic texts that approach the subject from the viewpoint of corporate competitive advantage against a theoretical background in management studies, as this one does. This book is the first full-scale academic work to analyze smart cities from the viewpoint of corporate competitive advantage. Research into corporate competitive advantage includes the positioning and the resource-based views, with the former focusing on companies’ external environment and the latter on their internal resources. Although these theories’ foci of attention necessarily differ, they both developed as tools for analyzing companies’ relative merits and their chances of succeeding in the marketplace, and they take the common premise that competitive advantage is built through competition among companies. In contrast, this book sees corporate competitive advantage as arising not through competition but through “co-creation” among companies. It differs in its approach from existing theories in thinking that emphasizing co-creation over competition enables an analysis that better describes actual conditions when considering smart cities and corporate competitive advantage. Put another way, when new values arise from attempts to exchange and fuse knowledge, expertise, and other factors at the “ba” where companies from different industries collaborate, these values are surely brought about through co-creation among companies. Another point regarding this book’s original perspective on competitive advantage is its emphasis on the relationship between the creation of social value and competitive advantage. The question of the extent to which socially useful values can be created in the markets of the 21st century is closely linked to corporate competitive advantage. The issues of building smart cities and corporate competitive advantage are themes that this perspective can firmly grasp. This book intends to take up three different projects from among the smart-city building developments taking shape in Japan, and undertake case studies based on the theoretical framework outlined above. The central themes will analyze the mechanism of co-creation among companies and the relationship of created value to competitive advantage. This analysis aims to demonstrate one model relating to corporate competitive advantage in the 21st century.

Value Management in Healthcare

Value Management in Healthcare
Author: Nathan William Tierney
Publisher: Taylor & Francis
Total Pages: 337
Release: 2017-10-06
Genre: Business & Economics
ISBN: 1351591487

"Nathan Tierney’s powerful storytelling is rarely seen in today’s health care business environment. We must redesign the health care delivery system---a team sport in service of patients, hold it accountable with measurement to improve outcomes, and quantify the resource costs over the full cycle of care. Value-based health care is a framework through which these goals are achieved, and Tierney provides a detailed playbook to get your organization there. Outlined in incredible detail and clarity, he presents core concepts and dives into the key metrics needed to build, maintain, and scale a successful value-based health care organization. Nathan shares a realistic vision of what any CEO should expect when developing their own Value Management Office. Nothing is more important to me than improving the lives of those I love. My personal mission is to create systemic change with an impact on the global stage. This playbook needs to be on the desk of every executive, clinician, and patient today." -Mahek Shah, MD, Senior Researcher and Senior Project Leader, Harvard Business School Our current healthcare system’s broken. The Organization for Economic Co-Operation and Development (OECD) predicts health care costs could increase from 6% to 14% of GDP by 2060. The cause of this increase is due to (1) a global aging population, (2) growing affluence, (3) rise in chronic diseases, and (4) better-informed patients; all of which raises the demand for healthcare. In 2006, Michael Porter and Elizabeth Teisberg authored the book ‘Redefining Health Care: Creating Value-Based Competition on Results.’ In it, they present their analysis of the root causes plaguing the health care industry and make the case for why providers, suppliers, consumers, and employers should move towards a patient-centric approach that optimizes value for patients. According to Porter, "value for patients should be the overarching principle for our broken system." Since 2006, Professor Porter, accompanied by his esteemed Harvard colleague, Profesor Robert Kaplan, have worked tirelessly to promote this new approach and pilot it with leading healthcare delivery organizations like Cleveland Clinic, Mayo Clinic, MD Anderson, and U.S. Department of Veteran Affairs. Given the current state of global healthcare, there is urgency to achieve widespread adoption of this new approach. The intent of this book is to equip all healthcare delivery organizations with a guide for putting the value-based concept into practice. This book defines the practice of value-based health care as Value Management. The book explores Profesor Porter’s Value Equation (Value = Outcomes/ Cost), which is central to Value Management, and provides a step-by-step process for how to calculate the components of this equation. On the outcomes side, the book presents the Value Realization Framework, which translates organizational mission and strategy into a comprehensive set of performance measures and contextualizes the measures for healthcare delivery. The Value Realization Framework is based on Professor Kaplan's ground-breaking Balanced Scorecard approach, but specific to healthcare organizations. On the costs side, the book details the Harvard endorsed time-driven activity based costing (TDABC) methodology, which has proven to be a modern catalyst for defining HDO costs. Finally, this book covers the need and a plan to establish a Value Management Office to lead the delivery transformation and govern operations. This book is designed in a format where any organization can read it and acquire the fundamentals and methodologies of Value Management. It is intended for healthcare delivery organizations in need of learning the specifics of achieving the implementation of value-based healthcare.

Encyclopedia of Public Administration and Public Policy - 5 Volume Set

Encyclopedia of Public Administration and Public Policy - 5 Volume Set
Author: Domonic A. Bearfield
Publisher: Routledge
Total Pages: 3897
Release: 2020-08-14
Genre: Political Science
ISBN: 1000031624

Now in its third edition, Encyclopedia of Public Administration and Public Policy remains the definitive source for article-length presentations spanning the fields of public administration and public policy. It includes entries for: Budgeting Bureaucracy Conflict resolution Countries and regions Court administration Gender issues Health care Human resource management Law Local government Methods Organization Performance Policy areas Policy-making process Procurement State government Theories This revamped five-volume edition is a reconceptualization of the first edition by Jack Rabin. It incorporates over 225 new entries and over 100 revisions, including a range of contributions and updates from the renowned academic and practitioner leaders of today as well as the next generation of top scholars. The entries address topics in clear and coherent language and include references to additional sources for further study.

Cyber-Physical Systems

Cyber-Physical Systems
Author: Ramesh Poonia
Publisher: Academic Press
Total Pages: 278
Release: 2021-10-30
Genre: Computers
ISBN: 0323853579

Cyber-Physical Systems: AI and COVID-19 highlights original research which addresses current data challenges in terms of the development of mathematical models, cyber-physical systems-based tools and techniques, and the design and development of algorithmic solutions, etc. It reviews the technical concepts of gathering, processing and analyzing data from cyber-physical systems (CPS) and reviews tools and techniques that can be used. This book will act as a resource to guide COVID researchers as they move forward with clinical and epidemiological studies on this outbreak, including the technical concepts of gathering, processing and analyzing data from cyber-physical systems (CPS). The major problem in the identification of COVID-19 is detection and diagnosis due to non-availability of medicine. In this situation, only one method, Reverse Transcription Polymerase Chain Reaction (RT-PCR) has been widely adopted and used for diagnosis. With the evolution of COVID-19, the global research community has implemented many machine learning and deep learning-based approaches with incremental datasets. However, finding more accurate identification and prediction methods are crucial at this juncture. Offers perspectives on the design, development and commissioning of intelligent applications Provides reviews on the latest intelligent technologies and algorithms related to the state-of-the-art methodologies of monitoring and mitigation of COVID-19 Puts forth insights on how future illnesses can be supported using intelligent corona virus monitoring techniques