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Publications

Publications by Jorge Daniel Teixeira

2013

Healthcare professionals as customers: A service perspective on Portuguese primary care health information systems

Authors
Teixeira, JG; Patricio, L; Nobrega, L; Constantine, L; Fisk, RP;

Publication
2013 IEEE 15th International Conference on e-Health Networking, Applications and Services, Healthcom 2013

Abstract
Health information systems are becoming ubiquitous throughout healthcare delivery processes. Governments, enticed by the potential for improved patient care and cost reduction, are pushing for more integrated IT systems in healthcare. However, the successful adoption of these systems depends on the value they create as a service for healthcare professionals and how they support their activities. Following a call for more multidisciplinary research in health information systems and increased end-user participation in HIS development, this study presents a service perspective that considers users of health information systems (HIS) as active partners and co-creators of value, instead of passive recipients of the functionalities brought by these IT systems. From a service perspective we frame healthcare professionals as customers of HIS, and analyze how they can better support healthcare provision. We present an in-depth study of primary care professionals experience with the HIS of the Portuguese National Health Service. Experience was systematized using Customer Experience Modeling, a method that takes into account the holistic nature of experience. Results portray and evaluate HIS according to professionals' experience requirements. They also show a fragmented reality where HIS usefulness is being hampered by integration and performance issues. HIS design guidelines are also posited. © 2013 IEEE.

2013

Dynamic multi-interface services: An application to the design of a multimedia service

Authors
Teixeira, JG; Patricio, L; Huang, KH; Nobrega, L; Constantine, L; Fisk, RP;

Publication
Proceedings - 2013 5th International Conference on Service Science and Innovation, ICSSI 2013

Abstract
The development and widespread market acceptance of recent technological devices, such as smart phones and tablets, poses new challenges and great opportunities for innovative service designs. In fact these devices no longer merely replicate the same functionalities in different contexts, they can also dynamically interact among themselves when in close proximity. Thus, this is a two-fold challenge for service designers, they must handle the additional points of contact between service providers and their customers independently, and also in combinations. In this paper we present the relevant concepts for designing multi-interface services, and also introduce the concept of dynamic service interfaces. We illustrate these dynamic service interfaces by presenting an application to the design of a new multimedia service. This service makes use of dynamic service interfaces to deliver an improved and innovative customer experience. © 2013 IEEE.

2017

The MINDS Method: Integrating Management and Interaction Design Perspectives for Service Design

Authors
Teixeira, JG; Patricio, L; Huang, KH; Fisk, RP; Nobrega, L; Constantine, L;

Publication
JOURNAL OF SERVICE RESEARCH

Abstract
As technology innovation rapidly changes service experiences, service designers need to leverage technology and orchestrate complex service systems to create innovative services while enabling seamless customer experiences. Service design builds upon contributions from multiple fields, including management, information technology, and interaction design. Still, more integration to leverage the role of technology for service innovation is needed. This article integrates these two service design perspectives, management and interaction design, into an interdisciplinary methodthe Management and INteraction Design for Service (MINDS). Using a design science research approach, MINDS synthesizes management perspective models, which focus on creating new value propositions and orchestrating multiple service interfaces, with interaction design perspective models, which focus on technology usage and its surrounding context. This article presents applications of the MINDS method in two different service industries (media and health care) to demonstrate how MINDS enables creating innovative technology-enabled services and advances interdisciplinary service research.

2018

Service Design for Value Networks: Enabling Value Cocreation Interactions in Healthcare

Authors
Patricio, L; de Pinho, NF; Teixeira, JG; Fisk, RP;

Publication
Service Science

Abstract

2012

Customer experience modeling: From customer experience to service design

Authors
Jorge Daniel Teixeira; Lia Patrício; Leonel Nóbrega; Raymond Fisk; Larry Constantine

Publication
Journal of Service Management - Journal of Service Management, vol.23, no.3, pp.362-376

Abstract

2018

Bringing Design Science Research to Service Design

Authors
Teixeira, JG; Patrício, L; Tuunanen, T;

Publication
Exploring Service Science - Lecture Notes in Business Information Processing

Abstract

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