Co‐creating value using customer training and education in a healthcare service design

Damali, Uzay; Miller, Janis L.; Fredendall, Lawrence D.; Moore, DeWayne; Dye, Cheryl

doi:10.1016/j.jom.2016.10.001

Cited by 52 publications

(100 citation statements)

References 75 publications

(167 reference statements)

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“…According to the theory of value co-creation, value is the realization of common interests by the participation of service participants in the process of resource integration. The behavior of patient value co-creation includes patient information search, information sharing, personal interaction, cooperating with diagnostic forces [45][46][47], complex with basis [48], complex with medical instructions [49][50][51]. This study plays an important role in realizing value co-creation in offline medical services by perceiving online medical experience.…”

Section: Discussionmentioning

confidence: 99%

Patient–Physician Interaction and Trust in Online Health Community: The Role of Perceived Usefulness of Health Information and Services

Peng

Yin

Deng

et al. 2019

IJERPH

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Background: In recent years, China has witnessed a surge in medical disputes, including many widely reported violent riots, attacks, and protests in hospitals. Asymmetric information between patient and physicians is one of the most critical enablers in this phenomenon, but the Web has become the primary resource for Chinese Internet applications to learn about health information and could potentially play a role in this pathway to patient-physician interaction and patient-physician trust. While considerable attention has been paid in some countries, there are few researches about China's situation for this issue. The purpose of this quantitative study was to examine the influence of online health information and the online guidance of doctors in patient health information literacy on patient-physician interaction and patient-physician trust in China. Methods: A web-based survey was conducted to collect data from online applications with health problems. A structural equation modeling was used to analyze the data to test the hypotheses. A total of 446 participants from the Tongji Hospital in Wuhan and Huazhong University of Science and Technology hospital participated in the study. Results: Our analysis shows that the usefulness of online health information and the online guidance of doctors both significantly influence the trust of the patient toward physicians and interaction with physicians. Furthermore, the patient-physician interaction also has a significant impact on the patient-physician trust. Conclusions: There are many studies on the influence of online health information on the doctor-patient relationship, whereas a little research has examined this relationship between health information online support from doctors and patient-physician interaction by quantitative empirical analysis. This study also explores the online guidance role of doctors and whether doctor-patient communication will affect the trust of doctors and patients. The practical implications of this study include an improved understanding of the function of online health information and potential impacts regarding the interaction with physicians and trust toward physicians that can be used to resolve conflicts between doctors and patients.with the traditional way of consulting with doctors or relatives or friends, Chinese Internet users are more inclined to use Internet applications to obtain health information. Studies have shown that patients' access to health information through the Internet has a positive impact on the improvement of patient-physician relationship [3][4][5][6]. The Internet has become the central resource for the public to obtain health information in China.Some studies found that 74.9% of medical staff viewed the current patient-physician relationship with a negative attitude, and medical disputes have frequently been reported such as violent riots, attacks, and protests in hospitals in China [7]. The tense patient-physician relationship mainly results from the lack of trust between doctors and patients, communicat...

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Section: Discussionmentioning

confidence: 99%

Patient–Physician Interaction and Trust in Online Health Community: The Role of Perceived Usefulness of Health Information and Services

Peng

Yin

Deng

et al. 2019

IJERPH

View full text Add to dashboard Cite

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“…First, to address the needs of diverse stakeholder groups, different change episodes might be managed through heterogeneous subgroups (Pathak et al., ; Schilling & Steensma, ). Second, loosely specified scripts could be adopted to constrain the diversity of demands and actions of a targeted stakeholder group by clarifying how each should prepare for the service encounter and by emphasizing their facilitating role in joint activities (Damali, Miller, Fredendall, Moore & Dye, ; Frei, ). Also, having a clear normative principle for these scripts could guide the problem‐solving process of supply chain partners, thus enabling effective improvisation in face of stakeholder‐induced uncertainty (Secchi & Roth, ).…”

Section: Fostering Intervention Effectivenessmentioning

confidence: 99%

EMERGING DISCOURSE INCUBATOR: Delivering Transformational Change: Aligning Supply Chains and Stakeholders in Non‐Governmental Organizations

Gualandris

Klassen

2018

J Supply Chain Manag

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Governments and global corporations increasingly both confront and rely on international non‐governmental organizations (INGOs) to identify, design, and deliver interventions that prompt transformational change in societies, industries, and supply chains. For INGOs, transformational change is defined as a fundamental, long‐lasting reframing of a social or industrial system through synergistically altering the knowledge, practices, and relationships of multiple stakeholder groups. With each intervention, the focal INGO assembles its own complex supply chain of nonprofit organizations and for‐profit firms to provide the necessary resources and skills. While prior supply chain management literature provides a good starting point, with some generalizability to the nonprofit sector, this study begins with several key differences to explore how interventions are delivered, and then, how INGOs’ supply chains must be aligned. In doing so, at least three critical factors must be taken into account to improve alignment: stakeholder‐induced uncertainty; supply chain configuration; and supply chain dynamism. By synthesizing these factors with prior literature and emerging anecdotal evidence, tentative frameworks and research questions emerge about how INGOs can better leverage their supply chains, thereby offering a basis for scholars in supply chain management to build a much richer and more nuanced research understanding of INGOs.

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“…Service and product designs are undisputedly key success factors (Damali, Miller, Fredendall, Moore, & Dye, 2016;Hermann, Huber, & Braunstein, 2000) in any organisation. Designing a service is generally a difficult issue because it needs to include unique characteristics in every sector and business.…”

Section: Service and Product Designmentioning

confidence: 99%

The Impact of Strategic Operations Management Decisions on Shoppers’ Wellbeing

Demir¹

2019

AAMJ

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Various studies have looked at the operations management field in shopping malls, but the impact of strategic decision areas on shoppers' wellbeing in malls has not been explored. This study elaborates the importance of structural and infrastructural decision areas for shoppers' wellbeing in malls. Since operations management is one of three vital departments (along with marketing and finance) of most organisations, it is important to examine how decisions in operations management of shopping malls impact shoppers' wellbeing. This paper examines the structural and infrastructural decision-areas made by shopping mall operations managers in the Kurdistan Region of Iraq to see how they impact shoppers' wellbeing. A survey questionnaire was administered to 575 shopping mall customers. IBM SPSS 23 was used to conduct exploratory factor analysis and hierarchical regression analysis. Additionally, an IBM AMOS 23 was used to conduct structural equation modelling. The results indicate that both the structural and infrastructural decision areas of operations management are significantly important in determining shoppers' wellbeing. The variance of shoppers' wellbeing in each strategic decision area is further explained. The findings of this study consist of implications for researchers and especially for practitioners. The study constructs a framework for future studies about how the operations strategic decision areas impact shopper wellbeing in malls. Furthermore, practitioners can use the findings of this study when they perform their strategic planning. Finally, those developments would influence consumers' wellbeing during their visits to shopping malls.

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Co‐creating value using customer training and education in a healthcare service design

Cited by 52 publications

References 75 publications

Patient–Physician Interaction and Trust in Online Health Community: The Role of Perceived Usefulness of Health Information and Services

Patient–Physician Interaction and Trust in Online Health Community: The Role of Perceived Usefulness of Health Information and Services

EMERGING DISCOURSE INCUBATOR: Delivering Transformational Change: Aligning Supply Chains and Stakeholders in Non‐Governmental Organizations

The Impact of Strategic Operations Management Decisions on Shoppers’ Wellbeing

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