The human dimension of modular care provision: Opportunities for personalization and customization

Various behavioral issues are at stake in the health care sector, for example, the current strong plea for more demand-based care provision as opposed to traditional supply-driven approaches. Healthcare organizations are increasingly in need of systems and approaches that allow them to be more responsive to the needs and desires of their clients. To cope with heterogeneous and multiple demands, the application of modularity is increasingly proposed in care and services. In this paper the purpose is to study how interpersonal behavior responsive to client needs and values can be accommodated in modular care provision. Drawing on relevant literature from various service-related disciplines, we develop insight into how customization and personalization are simultaneously practiced by means of case research in the context of long-term care for elder people.