Application of Service Dominant Logic to the medical device industry

Wells, Robert A.; Gallarza, Martina G.; Andreu, Luisa; Calero, Remedios

doi:10.1007/s12208-015-0126-7

Cited by 6 publications

(3 citation statements)

References 30 publications

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“…The results of the case study are in line with the relevant literature. Wells et al (2013), for example, studying the case of medical device companies, conclude that they are able to achieve a better understanding of their customers and create a more efficient relationship with them by aligning the perception of value, the needs and the expectations of the customer with their own, and creating personalized experiences based on mutual understanding (Wells et al, 2015). To that, they have to add investments in technology that allow and support the processes of value co-creation (Sukkird & Shirahada, 2015).…”

Section: Discussionmentioning

confidence: 99%

Smart Healthcare and Value Co-creation: The Service Science Perspective to Healthcare Quality Improvements

Russo¹,

Tartaglione²,

Cavacece³

2019

IJBA

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This paper aims to identify efficient paths for improving healthcare service quality by adopting the theoretical framework of Service Science based on value co-creation and smart healthcare. Through a literary review, the links between healthcare quality, patient satisfaction and value co-creation are identified and analyzed from a smart healthcare perspective. Theoretical implications are tested through the analysis of the Lazio region case in Italy. The results make it possible to identify the possible positive effects on the quality of the health service deriving from the application of new management logics based on sharing and co-creating services between health professionals and patients by using the latest digital technologies. This work suggests the adoption of new logics, practices and technological tools that allow health managers to design experiences and services able to satisfy patients' different needs while benefiting from them through "win-win" solutions, able to create a higher value for all the actors involved in the healthcare process.

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Section: Discussionmentioning

confidence: 99%

Smart Healthcare and Value Co-creation: The Service Science Perspective to Healthcare Quality Improvements

Russo¹,

Tartaglione²,

Cavacece³

2019

IJBA

View full text Add to dashboard Cite

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“…Hence, service practices reflect a firm’s purposeful service interaction (e.g., value facilitations from service provider) (de Jesus & Alves, 2019 ) and value co-creation practices (Grönroos, 2011 ). In healthcare, for instance, to improve CPSW, there is a need for service providers to facilitate overall value creation process by adding positive experiential value (Joiner & Lusch, 2016 ; Wells et al, 2015 ). In the context of public healthcare services, Amorim Lopes and Alves ( 2020 ) show that the process of coproduction/creation relates with enables, such as interactive and dynamic relationships between public care service providers and customers.…”

Section: Literature Review and Development Of Propositionsmentioning

confidence: 99%

“…The aim is to generate transformative value, which reflects the contributions of both the firm and the customer to improving service wellbeing (Blocker & Barrios, 2015 ). These contributions are strongly tied to the firm’s service offerings (for instance, socially and culturally desirable medical practices) and facilitation of value (for instance, allowing customer engagement or co-design of services) (Amorim Lopes & Alves, 2020 ; Sangiorgi, 2011 ; Wells et al, 2015 ).…”

Section: Literature Review and Development Of Propositionsmentioning

confidence: 99%

Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services

Islam

Muhamad

Sumardi

2021

Int Rev Public Nonprofit Mark

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Customer-perceived service wellbeing (CPSW) refers to a positive response resulting from the experiential, relational, processual, and interactive character of a service or service situation that contributes to individual customer wellbeing and broader societal wellbeing. This paper aims to offer a conceptual model of the relationships between the wellbeing-focused dimensions of a firm’s activities and CPSW. Building on scholarly insights from the marketing logic and transformative service research (TSR) literature, the paper develops a series of research propositions to articulate the relationships in the conceptual framework. On the basis of the literature review, five wellbeing-focused dimensions of a firm’s activities have been identified as antecedents to CPSW and five customer factors have been identified as potential moderators of the relationship between the wellbeing-focused dimensions and CPSW. This paper reveals arguments in the existing literature to promote a deeper understanding of the impact of the firm’s wellbeing-focused activities on CPSW in light of moderating effects of customers’ psychological and behavioral characteristics. The managerial implication resulting from the framework and the propositions presented here is that managers and service providers need to identify and understand both the wellbeing-focused dimensions of their business and the psychological and behavioral characteristics of their customers; in healthcare services, specifically, both are necessary in order to improve CPSW. This paper highlights a new perspective to better understand the mechanisms of transformative service design that firms should pursue to influence CPSW. This paper offers a theoretical framework depicting how CPSW is generated through the effective unification of the roles of businesses and customers in the context of healthcare services and provides researchers with a new outlook for the development of a multidisciplinary societal wellbeing model.

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