Innovation of healthcare services in pharmacies Online publication date: Thu, 11-Mar-2010
by Heiko Gebauer
International Journal of Behavioural and Healthcare Research (IJBHR), Vol. 1, No. 4, 2009
Abstract: Confronted with competitive challenges and emerging market opportunities, pharmacies are being forced to innovate new healthcare services. Managers and researchers emphasise healthcare service innovation, but the approach in business practice and the literature has been unstructured. Based on 12 in-depth case studies, this paper explores the pattern of success factors for two opposite types of healthcare services. The two types are distinctive and customised, and incremental and standardised healthcare service innovations. The findings replicate the existing literature on success factors for service innovations such as service quality evidence, improved service experience, standardised service, client/need fit, innovation culture and management. The main contribution of this article is extending existing knowledge on the role of success factors for healthcare service innovations such as market potential, service complexity/cost, new service development process, strategy and resource fit, and market competitiveness.
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