KENDALL HUNT PUBLISHING Service Management in Health & Wellness Services

Today, more than ever before, people desire to look and feel better, to slow the effects of aging, manage stress, and/or prevent age related illness. This growing social phenomenon is the so called wellness generation. Service Management in Health and Wellness Services examines the growing significance of the wellness concept as a feature of the health care industry. This new paradigm shift in the composition of health care and the subsequent changes in the needs and expectations of health care customers are transforming health care into a largely customer-driven service sector. Designed specifically for practitioners and students in the health and wellness industry, Service Management in Health and Wellness Services addresses various aspects from a services management perspective. In doing so, the publication reinforces that service management approaches can be used to effectively manage health and wellness services to provide customers with superior service and value. Those who conceptualize and manage the health care offering as essentially a ‘service’ offering will gain an advantage in the understanding of, and ability to deliver, service excellence. These concepts cover the full gamut of the health service and wellness industry – including operations, marketing, human resources, and more. Service Management in Health and Wellness Services provides a detailed account of the critical services-management concepts that have direct application in the health and wellness industry. Using case examples, each chapter seeks to illustrate how these concepts can be used effectively to gain customer loyalty, achieve market leadership in the health and wellness industry. Service Management in Health and Wellness Service: Uniquely reflects an alchemic shift of management concept in health service and will be of interest to practitioners, and to those involved in teaching, or students on any of the increasing number of health service and wellness management programs. Examines the wellness concept paradigm shift and the subsequent changes in the needs and expectations of health care customers. Describes the burgeoning use of technology that empowers health service providers to serve customers globally through multiple channels. Argues that future arrangements for health care must provide management of both wellness and illness, according to their prominence throughout the various stages of one’s life span. Provides a detailed account of the critical service management concepts that have direct application in the health and wellness industry. Illustrates how service management concepts can be used effectively to gain customer loyalty, and achieve market leadership in the health and wellness industry.