Purpose – Purpose of this paper is to identify capabilities required for healthcare service providers to provide mass personalized services and to provide directions to conduct empirical studies to understand the phenomenon of mass personalization in Indian healthcare industry....

Purpose – The purpose of this paper is to present a conceptual framework that would enable the effective application of time based competition (TBC) and work in process (WIP) concepts in the design and management of effective and efficient patient processes. Design/methodology/approach –...