A self-determination theory perspective on customer participation in service development

Engström, Jon; Elg, Mattias

doi:10.1108/jsm-01-2015-0053

Cited by 108 publications

(121 citation statements)

References 49 publications

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“…SDT posits that people, in this case patients with AF and professionals, will naturally engage in interesting, challenging and enjoyable activities, which help satisfy these innate psychological needs . Previous research implies that the drive to satisfy these needs greatly influences if and how patients participate in service development in health care . SDT could, therefore, help explain what motivates stakeholders to collaborate in health care and, thereby, to promote self‐management, well‐being and work satisfaction .…”

Section: Discussionmentioning

confidence: 99%

“…We suggest that this initiative promoted the patients' and professionals' autonomy, competence and relatedness. Previous research implies that the drive to satisfy these fundamental human needs greatly influences if and how patients participate in service development in health care . Slay & Penny draw further attention to the relationship between co‐production of health care and these intrinsic motivators.…”

Section: Discussionmentioning

confidence: 99%

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Promoting a sense of security in everyday life—A case study of patients and professionals moving towards co‐production in an atrial fibrillation “learning café”

Suutari

Josefsson

Kjellström

et al. 2019

Health Expectations

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BackgroundAn improvement initiative sought to improve care for atrial fibrillation (AF) patients; many felt insecure about how to cope with AF.ObjectiveTo reveal AF patients' and professionals' experiences of pilot‐testing a Learning Café group education programme, aimed at increasing the patients' sense of security in everyday life.DesignUsing an organizational case study design, we combined quantitative data (patients' sense of security) and qualitative data (project documentation; focus group interviews with five patients and five professionals) analysed using inductive qualitative content analysis.SettingAF patients and a multiprofessional team at a cardiac care unit in a Swedish district hospital.Improvement activitiesTwo registered nurses invited AF patients and partners to four 2.5‐hour Learning Café sessions. In the first session, they solicited participants' questions about life with AF. A physician, a registered nurse and a physiotherapist were invited to address these questions in the remaining sessions.ResultsAF patients reported gaining a greater sense of security in everyday life and anticipating a future shift from emergency care to planned care. Professionals reported enhanced professional development, learning more about person‐centredness and gaining greater control of their own work situation. The organization gained knowledge about patient and family involvement.ConclusionsThe Learning Café pilot test—exemplifying movement towards co‐production through patient‐professional collaboration—generated positive outcomes for patients (sense of security), professionals (work satisfaction; learning) and the organization (better care) in line with contemporary models for quality improvement and with Self‐Determination Theory. This approach merits further testing and evaluation in other contexts.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Promoting a sense of security in everyday life—A case study of patients and professionals moving towards co‐production in an atrial fibrillation “learning café”

Suutari

Josefsson

Kjellström

et al. 2019

Health Expectations

View full text Add to dashboard Cite

show abstract

“…Donetto et al (2015, p. 241) highlight the difficulty of "equality, equal contribution and mutual respect" in healthcare contexts, where "traditional roles of provider and recipient of care are clearly demarcated". The benefits of an inclusive approach to transformative service design are highlighted in the study by Engström and Elg (2015), which shows an improved sense of relatedness for lung cancer patients as a result of participation in service design. Corus and Saatcioglu (2015) propose an intersectionality conceptual framework for designing services for consumer groups with multiplicative vulnerabilities (e.g.…”

Section: Transformative Service Researchmentioning

confidence: 98%

Co-designing services with vulnerable consumers

Dietrich

Trischler

Schuster

et al. 2017

JSTP

127

193

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Purpose The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework. Design/methodology/approach A case study approach was employed, with six high schools in Australia identified as sites to conduct co-design sessions for a school-based alcohol education program. Adolescents were invited to review and (re)design an existing alcohol education program. Findings The study indicates that co-design with vulnerable consumers cannot be approached in the same way as conventional user involvement processes. Based on the insights generated from six co-design sessions as well as the examination of user involvement and co-design literature, the authors propose a six-step co-design framework. The six steps comprise resourcing, planning, recruiting, sensitizing, facilitation and evaluation. Research limitations/implications The co-design framework illustrates important differences to conventional user involvement processes. However, the generalizability of the research findings is limited to a specific study setting and a narrowly defined sample. Future research in a different setting is needed to further validate the presented findings. Practical implications For service design practice, this study provides guidelines on how co-design activities with vulnerable consumers can be effectively resourced, planned, recruited, sensitized, facilitated and evaluated. The framework outlines how co-design may be applied so that vulnerable consumers can become empowered participants during the design process. Originality/value This research contributes to the knowledge in transformative service research – a priority in service research – and service design by extending the boundaries of our understanding of processes and tools for the involvement of vulnerable consumers in transformative service design.

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“…Results from this thesis show that despite the negative nature of the service, health care customers are creative. Supported by previous research (Henrike and Schultz 2014;Engström and Elg 2015), the findings of this thesis show that health care customers are interested in and can contribute to service innovation. As health care outcomes in general are highly dependent on activities of the customer (Bitner et al 1997), this view implies that to provide efficient care, customers should play a key role in planning and designing, as well as implementing, testing, and evaluating solutions (Cottam and Leadbeater 2004).…”

Section: Health Care Customer As Enablers For Service Innovationmentioning

confidence: 65%

Health Care Customer Creativity

Snyder¹

2016

Linköping Studies in Science and Technology. Dissertations

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Crafting and stimulating service innovation is considered a main research priority and remains a challenge for service providers. One suggested component of stimulating service innovation is customer creativity. Customers who adapt, modify and transform services or products to better suit themselves are increasingly being recognized as a source of competitive value and innovation. It has been proposed that understanding and supporting the customer's value creating practices is the key to creating and sustaining value over time in health care. Health services directly address a customer's well-being and have a significant impact on his or her quality of life. In these types of services, the service outcome is highly dependent on the activities of the individual customer. Health care services often require customers to participate extensively, over long periods of time, with limited support and control. Health services also stretch far beyond the particular service setting into the customer's daily life. While research, policy, and legislation have all emphasized the active role of health care customers, such customers have traditionally had few opportunities to design their health care services. Nevertheless, health care customers solve health-related problems and engage in self-care and medical decision-making on a day-to-day basis, although this creativity is often unknown to the service provider.To understand how health care customers can enable service innovation, this thesis seeks to conceptualize and investigate the concept of customer creativity in health care. The thesis focuses on customer creativity, not only as an outcome, but also as a dynamic and contextualized process that can be enhanced. The thesis combines insights from health care research with service and innovation research to provide build a framework for health care customer creativity. Building on five papers, the research develops an understanding for health care customer creativity. The individual papers are based on systematic literature reviews as well as empirical data in the form of customers' ideas for service innovation collected through diaries.The results of the thesis suggest that despite the negative nature of the service, health care customers are creative. Given the opportunity, health care customers can provide creative ideas and solutions on a multitude of aspects, both within and outside the health care setting. This provides the potential to view the health care experience through the customers' eyes and take part in their creativity in spheres where the service providers have not traditionally had any access. This thesis contributes to the literature by providing a framework for health care customer creativity that recognizes the concept as a complex interplay of factors operating at the individual, contextual, and situational levels. The proposed framework specifies the health care specific factors upon which customer creativity depends, with the intention of positing potential research directions and developing ...

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A self-determination theory perspective on customer participation in service development

Cited by 108 publications

References 49 publications

Promoting a sense of security in everyday life—A case study of patients and professionals moving towards co‐production in an atrial fibrillation “learning café”

Promoting a sense of security in everyday life—A case study of patients and professionals moving towards co‐production in an atrial fibrillation “learning café”

Co-designing services with vulnerable consumers

Health Care Customer Creativity

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