Research limitations/implications – The cases are based on data sets that do not allow empirical generalization.
Practical implications – The use of longitudinal patient episode data elicits problems in the process flow, such as delays and variable sequences. The use of events as a unit of analysis enables routinization in situations with exceptions and irregular sequences.
Originality/value – The service event is an original concept that links healthcare operations management to service-oriented architectures and the
service-dominant logic.