Miraldo, Claudio; Monken, Sonia Francisca; Motta, Lara; … - In: Innovation & Management Review 16 (2019) 4, pp. 357-374
Purpose - To promote access to their services, health-care companies provide various communication channels to their customers (beneficiaries) to enable the receipt of requests, such as authorization for examinations, procedures and hospitalizations. Under the approach of innovation studies, the...