From service factory to service theatre: Solving the positioning dilemma in the medical practice
Bibliographic record
Abstract
Doctor's surgeries are typically inefficient: They are generally stuck in the middle of the market, neither providing an individually tailored personal experience, nor one that is fast, efficient and cost effective. Introducing ideas from service simultaneity, and dramaturgy (the theory and practice of dramatic composition), this paper provides a simple but powerful model for the conceptualisation and redesign of the doctor's surgery. We argue that doctor's surgeries that are successful will be those that focus either on standardisation of activities in a back office environment (Service Factory), or high customisation of activities in a front office environment (Service Theatre). Those that attempt to do everything will succeed in doing nothing well.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.033 | 0.049 |
| Meta-epidemiology (narrow) | 0.001 | 0.001 |
| Meta-epidemiology (broad) | 0.001 | 0.000 |
| Bibliometrics | 0.003 | 0.003 |
| Science and technology studies | 0.027 | 0.105 |
| Scholarly communication | 0.024 | 0.030 |
| Open science | 0.003 | 0.016 |
| Research integrity | 0.024 | 0.023 |
| Insufficient payload (model declined to judge) | 0.012 | 0.003 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".