Research: Strategic Service Design Attributes, Customer Experience and Co-Created Service Choice | Weatherhead School at Case Western Reserve University

Research: Strategic Service Design Attributes, Customer Experience and Co-Created Service Choice

Posted 6.2.2021

Research: Strategic Service Design Attributes, Customer Experience and Co-Created Service Choice

Manoj Malhotra, Dean of the Weatherhead School Albert J. Weatherhead, III Professor of Management, recently published research in the Production and Operations Management Journal discussing strategic service design attributes based on evidence from hospitals in Florida.

Malhotra and his coauthors’ research shows evidence of structural, infrastructural, and technological in?uences on patient–surgeon co-created choice of hospital for patients undergoing elective hip and knee surgeries. Findings also discover that the interpersonal care experience (the service encounter) interacts in essential ways with these design attributes to in?uence the co-created service choice.  

Read the full research in the Production and Operations Management Journal.


Interested in learning more about Weatherhead programs? Request more information or apply now, or register for one of over 70 open enrollment courses through Executive Education.

Weatherhead School of Management at Case Western Reserve University cultivates creativity, innovation, and purpose-driven leadership to design a better world.