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Article
Publication date: 24 April 2020

Lia Patrício, Daniela Sangiorgi, Dominik Mahr, Martina Čaić, Saleh Kalantari and Sue Sundar

This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled…

Abstract

Purpose

This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation.

Design/methodology/approach

This conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given.

Findings

The proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care.

Originality/value

This paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.

Details

Journal of Service Management, vol. 31 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 4 July 2017

Saleh Kalantari, Mardelle M. Shepley, Zofia K. Rybkowski and John A. Bryant

The aim of this study is to focus on the perspectives of facility managers in each region and the different challenges impacting collaboration in each geographical…

Abstract

Purpose

The aim of this study is to focus on the perspectives of facility managers in each region and the different challenges impacting collaboration in each geographical context. This research analyzed obstacles to collaboration between facility managers and architectural designers in three international regions.

Design/methodology/approach

A multi-method approach was used, allowing the researchers to triangulate data from in-depth interviews and a widely distributed survey instrument. The participants included a large cross-selection of facility management professionals in each of the regions under study. The interview data were parsed to identify recurring themes, while the survey data were analyzed statistically to test specific hypotheses.

Findings

Significant differences were found in the culture of the facility management profession in each region. These differences created unique challenges for collaboration, especially in the context of a non-local design team. While the facility management profession was perceived as most established and professional in the UK, rates of collaboration between facility managers and designers were actually much higher in the USA. Collaborations between facility managers and designers were almost non-existent in the Middle East.

Originality/value

While the importance of collaboration between facility managers and designers is increasingly recognized for improving the efficiency of building operations, crucial obstacles continue to limit the scope of this engagement. There has been limited previous research analyzing obstacles to collaboration that are specific to international contexts and non-local design teams. This study helps to fill an important gap in the literature by providing a comparative analysis of collaboration challenges in three international contexts.

Details

Facilities, vol. 35 no. 9/10
Type: Research Article
ISSN: 0263-2772

Keywords

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Article
Publication date: 4 April 2017

Zofia K. Rybkowski, Mardelle M. Shepley, John A. Bryant, Cynthia Skelhorn, Alex Amato and Saleh Kalantari

This paper aims to identify the current challenges and opportunities faced by the facility managers (FMs) in Doha, Qatar.

Abstract

Purpose

This paper aims to identify the current challenges and opportunities faced by the facility managers (FMs) in Doha, Qatar.

Design/methodology/approach

Researchers queried 40 FMs about their experience working in Qatar, using interviews and workshops.

Findings

Comments gathered followed general patterns. Participants expressed appreciation for their work, but also concern about cultural challenges they faced managing facilities in the region. In general, it was agreed that the low cost of water and energy in Qatar is one of the largest obstacles to conserving resources; however, current consumption is not sustainable.

Research limitations/implications

The sensitive nature of this study made strict demands on the research team to maintain participant anonymity during data collection and reporting. This sensitivity also limited the sample size; a larger sample size for future research would support greater generalizability.

Social implications

Qatar is taking steps to reduce its per capita carbon footprint and energy use, which is among the highest in the world. However, there appears to be a disconnect between Qatar’s expressed intentions and its actions with respect to facility management. To ensure that Qatar manages resources more efficiently, participants recommended that reduced energy use standards be adopted and legally mandated. This action would address many of the challenges, incentivize increased qualifications and training of FM professionals working in Qatar and encourage improvement of the long-term performance of buildings which are energy drains and heavy contributors to greenhouse gas emissions.

Originality/value

Prior to this study, little has been published about current practices of facility management in Doha, Qatar, and the challenges and opportunities that FMs face in this region.

Details

Facilities, vol. 35 no. 5/6
Type: Research Article
ISSN: 0263-2772

Keywords

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Book part
Publication date: 12 October 2018

Abstract

Details

Quality Services and Experiences in Hospitality and Tourism
Type: Book
ISBN: 978-1-78756-384-1

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Article
Publication date: 3 January 2020

Xiaohong Liu, Ruiqing Sun, Shiyun Wang and Yenchun Jim Wu

In recent years, the rapid growth of big data has presented immense potential for business applications as well as raised great interest from academia. In response to this…

Abstract

Purpose

In recent years, the rapid growth of big data has presented immense potential for business applications as well as raised great interest from academia. In response to this emerging phenomenon, the purpose of this paper is to provide a comprehensive literature review of big data.

Design/methodology/approach

A bibliometric method was used to analyze the articles obtained from the Scopus database published between 2013 and 2018. A sample size of 4,070 articles was evaluated using SciVal metrics.

Findings

The analysis revealed an array of interesting findings as follows: the number of publications related to big data increased steadily over the past six years, though the rate of increase has slowed since 2014; the scope of big data research is quite broad in regards to both research domains and countries; despite a large volume of publications, the overall performance of big data research is not well presented as measured by the field-weighted citation impact metric; collaboration between different institutions, particularly in the form of international collaboration and academic–corporate collaboration, has played an important role in improving the performance of big data research.

Originality/value

To the best of the authors’ knowledge, this is the first study to provide a holistic view of the big data research. The insights obtained from the analysis are instrumental for both academics and practitioners.

Details

Library Hi Tech, vol. 38 no. 2
Type: Research Article
ISSN: 0737-8831

Keywords

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Article
Publication date: 11 May 2021

Elizaveta Gavrikova, Irina Volkova and Yegor Burda

The purpose of this paper is to design a framework for asset data management in power companies. The authors consider asset data management from a strategic perspective…

Abstract

Purpose

The purpose of this paper is to design a framework for asset data management in power companies. The authors consider asset data management from a strategic perspective, linking operational-level data with corporate strategy and taking into account the organizational context and stakeholder expectations.

Design/methodology/approach

The authors conducted a multiple case study based on a literature review and three series of in-depth interviews with experts from three Russian electric power companies.

Findings

The main challenge in asset data management for electric power companies is the increasing amount and complexity of asset data, which is frequently incomplete or inaccurately collected, hard to translate to managerial language, focused primarily on the operational level. Such fragmented approach negatively affects strategic decision-making. The proposed framework introduces a holistic approach, provides context and accountability for decision-making and attributes data flows, roles and responsibilities to different management levels.

Research limitations/implications

The limitations of our study lie in the exploratory nature of case study research and limited generalization of the observed cases. However, the authors used multiple sources of evidence to ensure validity and generalization of the results. This article is a first step toward further understanding of the issues of transformation in power companies and other asset intensive businesses.

Originality/value

The novelty of the framework lies in the scope, focus and detailed treatment of asset data management in electric power companies.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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