One of the challenges in the healthcare sector is making accurate forecasts across insurance years for claims reserve. Healthcare claims present huge variability and heterogeneity influenced by random decisions of the courts and intrinsic characteristics of the damaged parties, which makes...

Purpose: User experience is key for measuring and improving the quality of services, especially in high personal and relation-intensive sectors, such as healthcare. However, evidence on whether and how the organizational model of healthcare service delivery can affect the patient experience is...

Purpose: This study aims to systematically review the literature on the use of customer value for the evaluation of inter-organizational performance, with a wide perspective embracing different contexts and settings. Design/methodology/approach: Searching within the Scopus and ISI Web of...

Chapter 1: Introduction -- Chapter 2: A comprehensive framework on coproduction activation, management and evaluation -- Chapter 3: Co-production activation -- Chapter 4: Coproduction Management -- Chapter 5: Coproduction evaluation -- Chapter 6: Conclusions.