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An integrated approach for measuring and managing quality of smart senior care services

: Neuhüttler, Jens; Ganz, Walter; Liu, Jianbing


Ahram, Tareq (Ed.):
Advances in the Human Side of Service Engineering : Proceedings of the AHFE 2016 International Conference on the Human Side of Service Engineering, July 27-31, Walt Disney World, Florida, USA
Cham: Springer International Publishing, 2017 (Advances in Intelligent Systems and Computing 494)
ISBN: 978-3-319-41946-6 (Print)
ISBN: 978-3-319-41947-3 (Online)
International Conference on The Human Side of Service Engineering <7, 2016, Orlando/Fla.>
Fraunhofer IAO ()

Smart Services play an increasingly important role in all parts of the economy. Existing quality approaches fail to capture a holistic view on these data-based and technology-centered services offers. However, health-related sectors, such as the Senior Care sector, have to guarantee a high quality of their smart services. Thus, the paper presents an integrated approach for measuring and managing smart service quality that is based on existing quality approaches and insights of service research. The approach can be applied for the senior care sector but is not limited to it.