Paul Gemmel

Paul Gemmel is full professor of Service and Healthcare Management at the Faculty of Economics and Business administration of the Ghent University and Senior Research Fellow at the Vlerick Business School, both located in Belgium. He is co-founder of the Center of Service Intelligence (CSI) of the Ghent University and of the MINOZ research center for Hospital Management at the Vlerick Business School.

In his research, he combines service management and operations management to better understand the relationship between the design of the service delivery system and the customer experience, more particularly in healthcare. Examples of research projects he is currently working on are ‘the design of the customer journey in a service delivery network - evidence from cancer patient treatments’, ‘Value co-creation through IoT-enabled smart services in diabetes care’ : barriers and facilitators’ and ‘managing variability in healthcare processes: the case of cataract surgery’. He supervised and is supervising several PhDs financed in different ways. He did several projects with service managers in banking, facility service, manufacturing, healthcare and public firms. He participated in innovation projects such as the use of RFID in healthcare processes and in healthcare management projects for the Flemish and Federal Government.

Paul Gemmel is member of the international review board of the Journal of Service Management and reviewer for articles in the Journal of Service Research and several healthcare and nursing management journals. He has participated at several conferences related to service marketing and management and health care management. He has published in business and management journals (e.g. Journal of Service Research, Journal of Service Theory and Practice, International Journal of Service Industry Management, Journal of Management Reviews, the International Journal of Operations and Productions Management) and in health care journals (e.g. Journal of Nursing Management, BMC Health Services Research, European Journal of Nuclear Medicine and Molecular Imaging). He is co-editor of and author of different chapters in the book ‘Service Management: an Integrated Approach’, published by Pearson Education, London, 1998, 2003 and 2013. The book has been translated in Japanese and Chinese, and an Arab version will be available soon.