Patient Self-Service Paradigms in Hospital and Healthcare Service Design Settings

  • Jenny Darzentas
  • Helen Petrie


Technology-based service transactions, in the form of self-service kiosks in hospital and healthcare settings, are not the full extent of the self-service paradigms. This chapter examines self-service aspects of service design and service thinking to investigate the wider-ranging “systemic” effects of patient self-service. It focuses on harnessing self-service for patient experience beyond organizational productivity and efficiency gains. It offers a framing for this, by drawing in recent research from a variety of sources, including work on self-services, service design, and service research in healthcare, but also in the wider sociopolitical sphere, as well as advances in technology such as robotics and artificial intelligence.



The research carried out in this contribution by Jenny Darzentas has been partly funded by the European Union under the Marie Skłodowska-Curie Action Experienced Researcher Fellowship Programme, as part of the Education and Engagement for inclusive Design and Development of Digital Systems and Services Project (E2D3S2, Grant No. 706396). The content reflects the authors’ views and is not the view of the European Commission.


  1. Åkesson, M., Edvardsson, B., & Tronvoll, B. (2014). Customer experience from a self-service system perspective. Journal of Service Management, 25(5), 677–698.Google Scholar
  2. Beinhauer, W., Bierkandt, J., Block, M., Büllefeld, E., & Link, J. (2011). Trendstudie Auszug der Studie ‘Trends und Entwicklungen im Umfeld von Automaten’, Technical Report. Stuttgart: Fraunhofer IAO.Google Scholar
  3. Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research, 10(2), 111–122.Google Scholar
  4. Bio-IT World. (2007). Self-service technology slowly gains foothold in healthcare. Bio-IT World. Retrieved 12.03.2018, from
  5. Blut, M., Wang, C., & Schoefer, K. (2016). Factors influencing the acceptance of self-service technologies: A meta-analysis. Journal of Service Research, 19(4), 396–416.Google Scholar
  6. Bodenheimer, T. S., & Smith, M. D. (2013). Primary care: Proposed solutions to the physician shortage without training more physicians. Health Affairs (Project Hope), 32(11), 1881–1886.Google Scholar
  7. Brewster, L., Mountain, G., Wessels, B., Kelly, C., & Hawley, M. (2014). Factors affecting front line staff acceptance of telehealth technologies: A mixed-method systematic review. Journal of Advanced Nursing, 70(1), 21–33.Google Scholar
  8. Brown, G. (2008). Gordon Brown on the NHS. Politics.Co.Uk. Retrieved 12.03.2018, from
  9. Campbell, C. S., Maglio, P. P., & Davis, M. M. (2011). From self-service to super-service: A resource mapping framework for co-creating value by shifting the boundary between provider and customer. Information Systems and e-Business Management, 9(2), 173–191.Google Scholar
  10. Carman, J. M. (2000). Patient perceptions of service quality: Combining the dimensions. Journal of Services Marketing, 14(4), 337–352.Google Scholar
  11. Castro, D., Atkinson, R. D., & Ezell, S. J. (2010). Embracing the self-service economy, SSRN Scholarly Paper No. ID 1590982. Retrieved 12.03.2018, from
  12. Chan, C.-L., & Lin, C.-L. (2009). Determinants of satisfaction and intention of use self-service technology. In Conference on Intelligent Information Hiding and Multimedia Signal Processing IIH-MSP (pp. 893–897), IEEE, Kyoto.Google Scholar
  13. Cherney, M., & Moritz, S. (2013). Transforming healthcare with service design. In Design presented at the Service Design Global Network Conference (SDNC13), Conference Presentation, Cardiff, November, Service Design Network.Google Scholar
  14. Chung, C.-F., Munson, S. A., Thompson, M. J., Baldwin, L.-M., Kaplan, J., Cline, R., et al. (2016). Implementation of a new kiosk technology for blood pressure management. Journal of the American Board of Family Medicine: JABFM, 29(5), 620–629.Google Scholar
  15. Darzentas, J. S., & Darzentas, J. (2014). Accessible self-service: A driver for innovation in service design. In D. Sangiorgi, D. Hands, & E. Murphy (Eds.) ServDes. 2014 Service Future; Proceedings of the Fourth Service Design and Service Innovation Conference (pp. 143–153), 9–14 April. Lancaster: Linköping University Electronic Press.Google Scholar
  16. Dixon, M., Ponomareff, L., Turner, S., & DeLisi, R. (2017, January 1). Kick-Ass Customer Service. Retrieved 1 March 2018, from
  17. du Gay, P. (2004). Self-service: Retail, shopping and personhood. Consumption Markets and Culture, 7(2), 149–163.Google Scholar
  18. Erfurt, J., Peppes, A., & Purdy, M. (2012). The Seven myths of population aging: How companies and governments can turn the “silver economy” into an advantage. Accenture. Retrieved 12.03.2018, from
  19. Eriksson, K., & Vogt, H. (2013). On self-service democracy: Configurations of individualizing governance and self-directed citizenship. European Journal of Social Theory, 16(2), 153–173.Google Scholar
  20. Evenstad, L. (2017). All EU countries sign up to implement digital-by-default services. ComputerWeekly.Com. Retrieved 12.03.2018, from
  21. Fitzsimmons, J. A. (2003). Is self-service the future of services? Managing Service Quality: An International Journal, 13(6), 443–444.Google Scholar
  22. Ford, R. C., & Dickson, D. R. (2012). Enhancing customer self-efficacy in co-producing service experiences. Business Horizons, 55(2), 179–188.Google Scholar
  23. Freire, K., & Sangiorgi, D. (2010). Service design and healthcare innovation: From consumption to co-production to co-creation. In S. Holmlid, J-V. Nisula, & S. Clatworthy (Eds.) Service Design and Service Innovation Conference, December 1–3, Linköping, Sweden. Linköping Electronic Conference Proceedings (pp. 39–50).Google Scholar
  24. Gad Mohsen, M. (2016). Receptivity to self-service technology (SST): A research overview and the way forward. European Marketing Academy. Retrieved 12.03.2018, from
  25. Gershuny, J. (1978). After industrial society? The emerging self-service economy. London: Palgrave.Google Scholar
  26. Hau, L. N., & Thuy, P. N. (2016). Customer participation to co-create value in human transformative services. Service Business, 10(3), 603–628.Google Scholar
  27. Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting self-service technology to do more with less. Journal of Services Marketing, 27(1), 3–12.Google Scholar
  28. Hsu, S.-L., Wang, H., & Doong, H. (2010). Determinants of continuance intention towards self-service innovation: A case of electronic government services. In J.-H. Morin, J. Ralyté, & M. Snene (Eds.), Exploring services science (pp. 58–64). Berlin: Springer.Google Scholar
  29. Jones, R. (2009). The role of health kiosks in 2009: Literature and informant review. International Journal of Environmental Research and Public Health, 6(6), 1818–1855.Google Scholar
  30. Kelly, P., Lawlor, J., & Mulvey, M. (2011). A review of key factors affecting the adoption of self-service technologies in tourism. In K. O’Connell, M. Palma Fahey, S. T. Ruane, & K. Horan (Eds.), Tourism and hospitality research in Ireland: Current challenges & future opportunities. NUI Galway & Shannon College of Hotel Management.Google Scholar
  31. Kokkinou, A., & Cranage, D. (2012). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435–445.Google Scholar
  32. Lawrence, J. (2011, February 28). Hospital saves $400K, reduces registration staff by 30%. Retrieved 12.03.2018, from
  33. Meuter, M., Bitner, M. J., Ostrom, A., & Brown, S. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.Google Scholar
  34. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64.Google Scholar
  35. Mladenov, T., Owens, J., & Cribb, A. (2015). Personalisation in disability services and healthcare: A critical comparative analysis. Critical Social Policy, 35(3), 307–326.Google Scholar
  36. Moorfields Eye Hospital. (2018). Moorfields launch patient self-check in kiosk pilot in City Road. Retrieved 12.03.2018, from
  37. Napua, J. (2011). Growth of biometric technology in self-service situations. Fujitsu Scientific and Technical Journal, 47, 68–74.Google Scholar
  38. Nilsson, D. (2007). A cross-cultural comparison of self-service technology use. European Journal of Marketing, 41(3/4), 367–381.Google Scholar
  39. Pfannstiel, M. A. (2016). Produktivitätssteigerung durch kundenorientierte Self-Service-Technologien im Krankenhaus. In M. A. Pfannstiel, C. Rasche, & H. Mehlich (Eds.), Dienstleistungsmanagement im Krankenhaus: Nachhaltige Wertgenerierung jenseits der operativen Exzellenz (pp. 363–377). Wiesbaden: Springer Fachmedien Wiesbaden.Google Scholar
  40. Ramaswamy, V., & Prahalad, C. K. (2002). The co-creation connection. Strategy+Business, Issue 27, 50–61.Google Scholar
  41. Sabadus, A. (2009, September 28). Supermarkets increase self-checkouts. Financial Times. Retrieved 12.03.2018, from
  42. Sayago, S., Sloan, D., & Blat, J. (2011). Everyday use of computer-mediated communication tools and its evolution over time: An ethnographical study with older people. Interacting with Computers, 23(5), 543–554.Google Scholar
  43. Schouten, J. W., McAlexander, J. H., & Koenig, H. F. (2007). Transcendent customer experience and brand community. Journal of the Academy of Marketing Science, 35(3), 357–368.Google Scholar
  44. Schrage, M. (2015). Customers like self-service, unless it undermines customer support. Retrieved 12.03.2018, from
  45. Schumann, J. H., Wünderlich, N. V., & Wangenheim, F. (2012). Technology mediation in service delivery: A new typology. Technovation, 32(2), 133–143.Google Scholar
  46. Scupola, A. (2011). Developing Technologies in E-services, self-services and mobile communication: New concepts. Hershey, PA: IGI Global.Google Scholar
  47. Sillers, P. (2017, September 22). Robots and AI: The technology coming to airports will blow your mind. The Independent UK. Retrieved 12.03.2018, from
  48. The Economist. (2004, September 16). Do it yourself. The Economist. Retrieved 12.03.2018, from
  49. Troxell, N. (2014, August 25). Self-service technology doctors up health care, pt. I. Kioskmarketplace.Com. Retrieved 12.03.2018, from
  50. Tuzovic, S., & Kuppelwieser, V. (2016). Developing a framework of service convenience in health care. Health Marketing Quarterly, 33(2), 127–148.Google Scholar
  51. van Bellegrem, S. (2013). New Report: The self service economy. Retrieved 12.03.2018, from
  52. van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., et al. (2016). Domo Arigato Mr. Roboto. Journal of Service Research, 20(1), 43–58.Google Scholar
  53. Wang, W.-T., Cheng, S.-Y., & Huang, L.-Y. (2013). Technology-based service encounters using self-service technologies in the healthcare industry. International Journal of Human-Computer Interaction, 29(3), 139–155.Google Scholar
  54. Wang, C., Harris, J., & Patterson, P. (2013). The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies: A longitudinal study. Jounal of Service Research, 16(3), 400–414. Scholar
  55. Wei, W., Torres, E. N., & Hua, N. (2017). The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management, 29(6), 1599–1618.Google Scholar
  56. Williams, C. (2012). Theorizing the self-service economy: A case study of do-it-yourself (DIY) activity. Journal of Economy and Its Applications, 2(1), 1–26.Google Scholar
  57. Wu, M.-H., Luh, D.-B., & Kung, S.-F. (2009). Design of technology-based self-service for ICU patients’ families. In 2009 I.E. 10th International Conference on Computer-Aided Industrial Design Conceptual Design (CAID & CD) (pp. 1965–1971), November 26–29, Beijing, China, IEEE.Google Scholar
  58. Wünderlich, N. V., Wangenheim, F. v., & Bitner, M. J. (2013). High tech and high touch: A framework for understanding user attitudes and behaviors related to smart interactive services. Journal of Service Research, 16(1), 3–20.Google Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of Product and Systems Design EngineeringUniversity of the AegeanErmoupolis, SyrosGreece
  2. 2.Department of Computer ScienceHCI Research Group, University of YorkHeslington, YorkUK

Personalised recommendations