Service Design and Service Thinking in Healthcare and Hospital Management

Mario A. Pfannstiel is a researcher and lecturer in the field of hospital and healthcare management at the University of Applied Sciences in Neu-Ulm, Germany. He holds a PhD from the Faculty of Social Sciences and Economics of the University of Potsdam, a diploma in Social Management with a focus on Finance Management from the University of Applied Sciences in Nordhausen, an MSc degree in Patient Management from Dresden International University and an MA in Healthcare and Social Facilities Management from the Technical University of Kaiserslautern and the University of Witten/Herdecke. He worked as an executive assistant to the medical director at the Heart Centre Leipzig in Germany. At the University of Bayreuth he worked as a research associate at the Department of Strategic Management and Organization. Pfannstiel's research includes numerous articles, journals and books on management in the healthcare and hospital industry (Service Business Model Innovation in Healthcare and Hospital Management, 2017, Springer with Christoph Rasche). His current research interests focus on service management, digitalization of services, service business model innovation, service design, service thinking and innovative services.Christoph Rasche is the Chair of Professional & Corporate Services at the University of Potsdam, Germany. He has also been a Visiting Professor at the Universities of Innsbruck, Alcalá de Henares and Osnabrück. Rasche teaches strategic and general management in national and international MBA programs with a special focus on the healthcare and hospital industry. Formerly he consulted for Droege International AG and was a co-founder of Stratvanguard and the General Management Institute Potsdam. His main research areas are strategic and general management in the healthcare & hospital sector, which is currently experiencing an era of professional value creation based on a strong management and leadership focus. Practically, he consults for major healthcare players and is actively involved in executive trainings for clients, ranging from corporate universities to MBA and PhD programs for healthcare professionals.