UM Star Lecture: Service Design for Innovation: social robots in healthcare
The services sector is all around us in industries like government, healthcare, education, hospitality, social media, and business services. All of these industries are facing needs to innovate or are currently embracing and creating innovative elements. Think of AirBnB, Pokémon Go, IBM’s dr Watson, and all kinds of quantified-self applications.
Traditionally academic services research focused on a provider (e.g. doctor) and customer (e.g. patient). However, nowadays we realize that services are typically experienced in a complex service system consisting of configurations of people, technology and organizations. Services are also more and more developed in co-creation with different stakeholders to comply with their needs and wants.
In this interactive star lecture Odekerken will share how the Service Science Factory co-creates in interdisciplinary teams with different stakeholders. She will also share recent studies on the introduction of a social robot in a healthcare environment and how this robot affects the care-network of the elderly person.
Maxhaus en Klosterhof
Prof. Dr. Gaby Odekerken-Schröder holds a chair in customer-centric service science at Maastricht University. She recently accepted responsibility as a head of the Department of Marketing & Supply Chain Management, an ambitious and energetic group of researchers and lecturers who aim for high quality in all endeavors they undertake. From 2010-2015 Gaby Odekerken was the scientific director and co-founder of Maastricht University's Service Science Factory (SSF). This is the place where academia meets business to create innovative services (www.servicesciencefactory.com). Since 2010 SSF has demonstrated its added value to the academic community as well as to the industry at large.
Her main research interests are innovations in (health care) services, complaint handling and customer loyalty. She published extensively in leading international academic journals. She is passionate about developing innovative courses, for bachelor, master, PhD and executive students, in which she integrates industry collaborations.
Currently she is a consortium member of the prestigious Marie Curie ITN Service Design for Innovation (SDIN) in which nine Early Stage Researchers work on the integration of these two thriving research domains. Her star lecture will draw upon state of the art research in this consortium.