Companion cocreation: improving health service encounters of the elderly

Suárez‐Álvarez, Leticia; Vázquez, Ana Suárez; Río-Lanza, Ana-Belén del

doi:10.1108/jsm-09-2019-0367

Cited by 12 publications

(18 citation statements)

References 110 publications

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“…Moreover, as people age, they require more support from others in basic activities of daily living such as bathing, walking, paying bills or attending doctor appointments (Rantakokko et al , 2012; Suarez-Álvarez et al , 2020). It may be difficult for elderly people with decreased cognitive or mobility capacity to participate in value co-creation behaviors by themselves, as they may be less able to do so (Plaud and Guillemot, 2015).…”

Section: Introductionmentioning

confidence: 99%

“…Specifically, the literature on aging, upward transmission and reverse socialization suggests that younger family members may play an important role in value co-creation and the well-being of elderly consumers because, as people age, they tend to interact more with close family relatives such as spouses, children and grandchildren, in comparison to friends or peers (Barrantes-Cáceres and Cozzubo-Chaparro, 2019; Charles, 2010; Lobet and Cavalcante, 2014; Luijkx et al , 2015; Peek et al , 2016; Rittirong et al , 2014). Particularly in collectivistic countries or less developed contexts where public social services are weak, family support can be important in the service ecosystems for elderly well-being (LaFave, 2017; Luijkx et al , 2015; Suarez-Álvarez et al , 2020; Xiong and Zuo, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Exploring how internet services can enhance elderly well-being

Bianchi

2021

JSM

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Purpose This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being. Design/methodology/approach A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members. Findings This research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness. Originality/value This study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Exploring how internet services can enhance elderly well-being

Bianchi

2021

JSM

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“…Because of their resource integration roles, the service provider and the consumer exist as co-creators of value (Lusch and Vargo, 2006). Departing from the good's dominant logic (G-D logic), studies (Lusch and Vargo, 2006; Suárez-Álvarez et al , 2020) present two components of value co-creation, i.e. value-in-use and co-production of the service .…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…“making something, a unit of output,” while co-creation of value is the creation of value with and determined by the user in the consumption process. However, co-production of services is a sub-process of value co-creation, which is also recognized as the co-creation of services with consumers (Oertzen et al , 2018, 2020) or coworking on the core service offering with the clients, directly or indirectly (Suárez-Álvarez et al , 2020). The firm and consumers create value through a co-created service offering, which makes co-creation of value the ultimate goal; but only subjectively realized through service consumption (Lusch and Vargo, 2006).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Nonprofit-public collaborative efforts and the access and integration of resources enabled by social media (Zhou and Pan, 2016) have paved the way for nonprofit service co-creation (Namisango et al , 2019a, 2020) and value co-creation (Sorensen et al , 2017). Both the co-creation of services and the value-in-use influence co-creator satisfaction (Suárez-Álvarez et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

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Service co-creation on social media: varieties and measures among nonprofit organizations

Namisango

Kang

Rehman

2021

JSTP

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PurposeLittle is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these platforms. The gap is even more troubling in the nonprofit sector, where leveraging public interaction on social media is prevalent and vital to charitable and philanthropic endeavors. Arguably, such interaction is embedded in resource integrating activities leading to nonprofit service co-creation. This paper reports the forms, dimensions or service co-creation measures enabled by social media use in the nonprofits' sector.Design/methodology/approachThe authors conducted a sequential exploratory mixed methods design. First, the authors interviewed 19 social media managers in education, health and social service nonprofit organizations to identify the varieties in service co-creation realized. Second, the authors surveyed 73 nonprofit organizations on social media and gathered 267 useable responses, which were used to analyze and validate the identified forms of service co-creation.FindingsThe authors found that nonprofit organizations realize up to seven forms of service co-creation using social media. These include co-ideating to tweak service ideas, co-diagnosing social needs and problems, co-assessing service events, co-transforming services to targeted communities, co-advocating for community and service reach, co-resourcing in service delivery, and co-experiencing through a pool of diverse service experiences.Originality/valueThis study develops a reliable and valid multidimensional measure for nonprofit service co-creation enabled by social media platforms. Theoretically, this study offers a nonprofit service co-creation model to drive nuanced explanatory research and service co-creation perspectives in other contexts and engagement platforms. Managerially, this research illustrates the variations in service co-creation, which inform the strategic value of social media to nonprofits and will assist nonprofit practitioners in planning and evaluating their service co-creation outcomes.

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