TY  - EJOUR
A1  - Dagou, Dagou Hermann-Wenceslas
TI  - The quest for the ideal service through collaborative innovation in a public business model with customer stewardship - The case of an Ivorian university hospital
T2  - European Review of Service Economics and Management - Revue européenne d’économie et management des services 2022 – 1, n° 13. varia
JO  - European Review of Service Economics and Management (ISSN 2555-0284), 13, 2022 – 1
DO  - 10.48611/isbn.978-2-406-13090-1.p.0119
SN  - 2555-0284
SP  - 119
EP  - 150
AB  - Providing an efficient public service increasingly requires innovation that can take a collaborative form, by involving the clients/patients themselves. Thus, in hospitals, clients/patients who have long been considered captive are now being asked to participate and contribute their experiences. By mobilizing stewardship theory, this article proposes to understand how an ideal quality service can be addressed through cultural effectiveness in a business model. The empirical investigation is carried out with patients in a university hospital in Ivory Coast. The results show that stewardship clients envision the ideal service with the cultural effectiveness attributes of change, team, empowerment, integration and accountability. The surgical service, closer to the ideal service, appears to be an example of collaborative innovation for the emergency and maternity services.
PY  - 2022
DA  - 2022/05/04
DP  - Classiques Garnier
PB  - Classiques Garnier
CY  - Paris
KW  - Ideal service, business model, collaborative innovation, stewardship, hospital services, Ivory Coast
LA  - fre
UR  - https://classiques-garnier.com/european-review-of-service-economics-and-management-2022-1-revue-europeenne-d-economie-et-management-des-services-n-13-varia-the-quest-for-the-ideal-service-through-collaborative-innovation-in-a-public-business-model-with-customer-stewardsh.html
Y2  - 2024/05/20
ER  -