Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts

Juha Kronqvist; Teemu Leinonen

doi:10.1007/978-3-030-00749-2_16

Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts

Juha Kronqvist, Teemu Leinonen

Learning Environments research group

Hellon Oy

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Chapter › Scientific › vertaisarvioitu

Abstrakti

In this chapter we will suggest an articulated definition for touchpoints. We first review the relevant research, which shows discrepancies in the definition within the field of service design research. Next, we present a case which illustrates the use of touchpoints in the design of a new healthcare centre and points towards practices useful in the implementation of service concepts. Based on the case, we will present a redefinition of touchpoints and its relation with other concepts used in service design. The chapter finishes with a discussion on the use of the new definition in improving the practice of service design.

Alkuperäiskieli	Englanti
Otsikko	Service Design and Service Thinking in Healthcare and Hospital Management
Toimittajat	Mario A. Pfannstiel, Christoph Rasche
Kustantaja	Springer
Sivut	279-288
Sivumäärä	10
ISBN (elektroninen)	978-3-030-00749-2
ISBN (painettu)	978-3-030-00748-5
DOI - pysyväislinkit	https://doi.org/10.1007/978-3-030-00749-2_16
Tila	Julkaistu - 2019
OKM-julkaisutyyppi	A3 Kirjan tai muun kokoomateoksen osa

Pääsy asiakirjaan

10.1007/978-3-030-00749-2_16

Muut tiedostot ja linkit

https://link.springer.com/chapter/10.1007/978-3-030-00749-2_16

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Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts. / Kronqvist, Juha; Leinonen, Teemu.
Service Design and Service Thinking in Healthcare and Hospital Management. toim. / Mario A. Pfannstiel; Christoph Rasche. Springer, 2019. s. 279-288.

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussa › Chapter › Scientific › vertaisarvioitu

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Redefining Touchpoints: An Integrated Approach for Implementing Omnichannel Service Concepts

Abstrakti

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