Shows
The Healthcare QualityCastAndrew S. Gallan, Ph.D. Assistant Professor of Marketing and Director, Center for Services Marketing & ManagementAndrew S. Gallan, Ph.D. is an Assistant Professor of Marketing and Director, Center for Services Marketing & Management, at the College of Business at Florida Atlantic University, Boca Raton, FL. His research interests are in the areas of innovation, design, and patient experience in health care, which explore the transformative potential of services; and, the use of data analytics to uncover insights into innovative new business strategies.Andrew’s collaborations with a variety of health care organizations, including Mayo Clinic Arizona, Advocate Health Care, the Patient, and Family-Centered Care Innovation Center at the University of Pittsburgh Medical Ce...2020-10-131h 04
Excellence In Healthcare Podcast087: Andrew S. Gallan, Ph.D. Asst Prof Mark & Dir, Center for Services Marketing & ManagementSend us a textAndrew S. Gallan, Ph.D. is an Assistant Professor of Marketing and Director, Center for Services Marketing & Management, at the College of Business at Florida Atlantic University, Boca Raton, FL. His research interests are in the areas of innovation, design, and patient experience in health care, which explore the transformative potential of services; and, the use of data analytics to uncover insights into innovative new business strategies.Andrew’s collaborations with a variety of health care organizations, including Mayo Clinic Arizona, Advocate Health Care, the Patient, and Family-Centered Care Innovation Center at the University of...2020-10-131h 04
What's Happening @FAUbusinessHow Technology and Data Analytics are Informing Service ManagementAndrew Gallan, Ph.D., an assistant professor in the Marketing Department at FAU’s College of Business, and director of The Center for Services Marketing & Management, shares information about the center and an upcoming panel event open to the public. The event, which is entitled "How Technology and Data Analytics are Informing Service Management," is designed to bring together students, faculty, professionals, and alumni to explore a topic that is important to a variety of services industries.Support the show2020-02-1804 min
CX Conversations"Using customer shadowing to improve and innovate customer service design." with Andrew GallanSteve Jobs once said, "Design is not just what it looks and feels like. Design is how it works."
While organizations do focus on the look and feel, unfortunately, the 'how it works' part is ignored. And from the customer's perspective, this is a pain point that needs to be worked upon.
The concept of customer shadowing can help overcome these pain points and design robust customer service. Customer shadowing is like being the fly on the wall while a customer goes through his/her journey.
To discuss customer shadowing and how to...2019-12-3138 min
What's Happening @FAUbusinessPatient Ecosystem Management w/ FAU's Andrew Gallan, Ph.D.Engaging a wider range of resources to connect patients with organizations within their community can help transform healthcare and improve overall well-being, according to new research published in the Journal of Business Research by faculty at Florida Atlantic University’s College of Business. The article, “Transforming Community Well-being Through Patients’ Lived Experiences,” introduces the concept of “patient ecosystem management” (PEM), which the authors describe as an organizational process that focuses on treating patients differently in terms of assessing, managing and expanding resources to achieve patient health and well-being goals.Andrew Gallan, Ph.D. - lead author of th...2019-07-2513 min
Dean Gropper PresentsAndrew S. Gallan, Ph.D.Andrew S. Gallan, Ph.D., is an Assistant Professor of Marketing and the Director of the FAU Center for Services Marketing & Management. His almost 20 years of business experience in sales, sales management, and marketing, which, combined with his academic qualifications, enable him to have a distinct perspective on research and teaching. Andrew's areas of research interest include service innovation, service design, and customer/patient experience, almost exclusively conducted in the health care industry. Andrew is also a highly respected and successful teacher and presenter who specializes in Customer Relationship Management, Service Marketing and Management, and Customer Experience...2019-03-2509 min