Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth

Jefferies, Josephine Go; Bishop, Simon; Hibbert, Sally

doi:10.1016/j.jbusres.2019.03.052

Cited by 36 publications

(30 citation statements)

References 89 publications

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“…For instance, certain patients might experience emotional ambivalence (e.g. anxiety, frustration) about telehealth affecting usual care (Go Jefferies et al , 2019a, 2019b). In such cases, it is imperative to recognize patients’ affective states (Gallan et al , 2013) to ensure that technology use will not become a barrier at any given point throughout patients’ health-care journey.…”

Section: Resultsmentioning

confidence: 99%

“…Prior studies mainly focus on the service provider-consumer dyad and have only begun to account for the macroscopic dimensions of service interactions, i.e. the socio-cultural and organizational context in which such interactions are embedded (Askegaard and Linnet, 2011; Go Jefferies et al , 2019a). In other words, a holistic appreciation and detailed understanding of new service provider roles seem to be missing (Daskalopoulou et al , 2019a).…”

Section: Literature Reviewmentioning

confidence: 99%

“…social, cultural and organizational). While technology mediation affects micro-level, dyadic interactions and unfolds in unique ways for different individuals, it remains embedded within a specific sociocultural and organizational context (Go Jefferies et al , 2019a). We argue that research on service provider roles needs to account for the impact of other organizational actors beyond the service provider-consumer dyad along with the socio-cultural context in which it is embedded (Askegaard and Linnet, 2011).…”

Section: Introductionmentioning

confidence: 99%

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Transforming technology-mediated health-care services through strategic sense-giving

Daskalopoulou

Jefferies

Skandalis

2020

JSM

Self Cite

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Purpose Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. The purpose of this study is to enhance our understanding about the role of service providers who hold strategic and operational roles, as well as investigate the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology-mediated services. Design/methodology/approach This qualitative study draws from a series of in-depth interviews with health-care service providers who hold strategic and operational roles in health-care organizations along with participant observation to develop an understanding of the broader organizational context of telehealth services. Findings This paper outlines the strategic sense-giving process and highlights how health-care service providers who hold strategic and operational roles enact the sense-giver role. This study illustrates that strategic sense-giving involves the recognition of sense-making gaps; identification of sense-giving opportunities; and provision of templates of action. Originality/value This study illustrates that sense-giving can be performed by a number of organizational members in a more formalized way which extends informal sense-giving efforts at the peer-to-peer level. The importance of strategic sense-giving in providing templates of action for service providers and consumers is highlighted. This study also shows how strategic sense-giving safeguards against confusion and errors by communicating appropriate ways of using technology. Finally, the role of strategic sense-giving in helping service providers and consumers cope with the emotional ambivalence of technology-mediated service interactions are demonstarted.

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Section: Resultsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Transforming technology-mediated health-care services through strategic sense-giving

Daskalopoulou

Jefferies

Skandalis

2020

JSM

Self Cite

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“…European countries have made many efforts in this regard [ 201 ]. For instance, in Finland, many hospitals established patient-centric digital medical services, called health villages.…”

Section: Applications and Impacts Of Digital Technology In Fighting Covid-19mentioning

confidence: 99%

Integrating Digital Technologies and Public Health to Fight Covid-19 Pandemic: Key Technologies, Applications, Challenges and Outlook of Digital Healthcare

Wang

Zhang

et al. 2021

IJERPH

146

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Integration of digital technologies and public health (or digital healthcare) helps us to fight the Coronavirus Disease 2019 (COVID-19) pandemic, which is the biggest public health crisis humanity has faced since the 1918 Influenza Pandemic. In order to better understand the digital healthcare, this work conducted a systematic and comprehensive review of digital healthcare, with the purpose of helping us combat the COVID-19 pandemic. This paper covers the background information and research overview of digital healthcare, summarizes its applications and challenges in the COVID-19 pandemic, and finally puts forward the prospects of digital healthcare. First, main concepts, key development processes, and common application scenarios of integrating digital technologies and digital healthcare were offered in the part of background information. Second, the bibliometric techniques were used to analyze the research output, geographic distribution, discipline distribution, collaboration network, and hot topics of digital healthcare before and after COVID-19 pandemic. We found that the COVID-19 pandemic has greatly accelerated research on the integration of digital technologies and healthcare. Third, application cases of China, EU and U.S using digital technologies to fight the COVID-19 pandemic were collected and analyzed. Among these digital technologies, big data, artificial intelligence, cloud computing, 5G are most effective weapons to combat the COVID-19 pandemic. Applications cases show that these technologies play an irreplaceable role in controlling the spread of the COVID-19. By comparing the application cases in these three regions, we contend that the key to China’s success in avoiding the second wave of COVID-19 pandemic is to integrate digital technologies and public health on a large scale without hesitation. Fourth, the application challenges of digital technologies in the public health field are summarized. These challenges mainly come from four aspects: data delays, data fragmentation, privacy security, and data security vulnerabilities. Finally, this study provides the future application prospects of digital healthcare. In addition, we also provide policy recommendations for other countries that use digital technology to combat COVID-19.

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“…The government has strong control over social resource due to its special status and has edges over making policy regarding service subsidies and nursery staffs to prosper the development of the aging service market [13]. Apart from the government, the market also plays a regulatory role in aging service delivery [23]. By setting the clear service process and the standard of quality, the market, to some extent, can overcome the problems of low service quality caused by information asymmetry.…”

Section: H3c Stakeholder Engagement Is Positively Related To Synergementioning

confidence: 99%

Exploring the determinants of synergetic development of social organizations participating in home-based elderly care service: An SEM method

Shao

Yuan

et al. 2020

PLoS ONE

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The current aging service industry has problems in meeting the ever-increasing demand for the home-based elderly care service (HECS). Social organizations participating in HECS seems to be a promising way to address these problems but also raises new challenges, like uncoordinated cooperation among stakeholders, which could lead to low management efficiency and low service quality. However, Synergetic development can be promising to enhance the participation of social organizations and to improve social welfare. This study introduces a conceptual model to explore relationships between five determinants and synergetic development of social organizations participating in HECS. A structural equation model (SEM) based on questionnaire survey is used as a test methodology. The results indicated that stakeholder engagement plays a critical role in synergetic development in HECS, resource allocation can only be improved by institutional climate, and supervision capacity cannot facilitate information sharing. This study provides effective strategies and directions for the improvement of home-based elderly care services.

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Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth

Cited by 36 publications

References 89 publications

Transforming technology-mediated health-care services through strategic sense-giving

Transforming technology-mediated health-care services through strategic sense-giving

Integrating Digital Technologies and Public Health to Fight Covid-19 Pandemic: Key Technologies, Applications, Challenges and Outlook of Digital Healthcare

Exploring the determinants of synergetic development of social organizations participating in home-based elderly care service: An SEM method

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