Manoj Malhotra, Dean of the Weatherhead School Albert J. Weatherhead, III Professor of Management, recently published research in the Production and Operations Management Journal discussing strategic service design attributes based on evidence from hospitals in Florida.
Malhotra and his coauthors’ research shows evidence of structural, infrastructural, and technological in?uences on patient–surgeon co-created choice of hospital for patients undergoing elective hip and knee surgeries. Findings also discover that the interpersonal care experience (the service encounter) interacts in essential ways with these design attributes to in?uence the co-created service choice.
Read the full research in the Production and Operations Management Journal.