Health Care Customer Value Cocreation Practice Styles

McColl‐Kennedy, Janet R.; Vargo, Stephen L.; Dagger, Tracey S.; Sweeney, Jill; Kasteren, Yasmin van

doi:10.1177/1094670512442806

Cited by 885 publications

(1,520 citation statements)

References 61 publications

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“…20 Second, both approaches -one further advanced, the other one in its infancy -require more application and connection to practice. More empirical work, such as specific cases on well-being (e.g., Mende and van Doorn, 2014) and value co-creation (e.g., McColl-Kennedy et al, 2012), but also the operationalization of constructs and concepts, is important. An increase in interdisciplinary collaboration would be highly beneficial for the concepts' theoretical and the practical advancement, as well as for dealing with resolving societal and environmental issues.…”

Section: Where To Now?mentioning

confidence: 99%

Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

109

132

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This paper takes a closer look at the emerging topic of transformative service research (TSR) and compares its facets with the more established concept of the service-dominant logic (SDL). The paper thus contributes to both theory development and practical application. This work highlights the conceptual parallels in the two approaches, for example, their holistic approach, their systems thinking, addressing entities or actors within such system(s), inclusion of the wider environment, and their focus on the co-creative and interactive nature of well-being generation and value co-creation. The paper also reveals some differences, for example TSR's focus on eudaimonic and hedonic well-being outcomes vs. SDL's value co-creation. The paper concludes that both perspectives have merits, but could benefit from being used integratively. By comparing the areas of theory focus, practical application, value co-creation and co-destruction, intentionality, well-being and value concepts, and TSR and SDL's "logic", the paper provides suggestions for future research.

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Section: Where To Now?mentioning

confidence: 99%

Transformative service research and service dominant logic: Quo Vaditis?

Kuppelwieser

Finsterwalder

2016

Journal of Retailing and Consumer Services

109

132

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“…In a conceptual paper, the authors divide the value co-creation into six dimensions or types of actions performed by users and providers (Neghina, Caniëls, Bloemer & Van Birgelen, 2014). Regarding the research paper, Randall, Gravier & Prybutok (2011), Mc-Coll Kennedy, Vargo, Dagger, Sweeney & Van Kasteren, (2012), Yi & Gong (2013) and Chen & Raab (2014) are particularly relevant. The first study (Randall, Gravier & Prybutok, 2011) proposes the construction of a measurement scale composed of three dimensions: connection, trust and commitment.…”

Section: Value Co-creation and Consumer Behaviourmentioning

confidence: 99%

“…The authors used a mixed method, the combination of qualitative (in-depth interviews) and quantitative (survey) analysis techniques for examination of customer relationship management. In the second work, Mc-Coll Kennedy, Vargo, Dagger, Sweeney & Van Kasteren, (2012) divided the construct into eight activities, pinpointing different types of the value co-creation practices in terms of activities and interactions actually accomplished by users not only in the moment of interaction with employees. The researchers identified eight value co-creation activities: cooperating, collating information, combining complementary therapies, co-learning, and changing ways of doing things, connecting, coproduction and cerebral activities.…”

Section: Value Co-creation and Consumer Behaviourmentioning

confidence: 99%

The Role of Customers’ Involvement in Value Co-creation Behaviour is Value Co-creation the Source of Competitive Advantage?

Ercsey¹

2017

JOC

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According to service dominant logic (SDL), customers are always active participants and collaborative partners in exchanges; therefore we should focus on the elements of consumer behaviour that are connected with the value co-creation. By involving the customers in service production, providers can capture customers' needs and maintain their competitiveness. The cutomers' roles may lead to a higher productivity and competitive quality for companies. Previous researches recognized two types of the customers' co-creation behaviour. First, it is the consumers' participation behaviour. Then, the other one is the consumers' citizenship behaviour. The goal of our study is to examine how the level of involvement influences two kinds of behaviour mentioned. Besides, we explore if respondents' participation behaviour or citizenship behaviour influence the perceived value of service provided. In 2015, for examination of our research questions, we carried out a quantitative research and applied quota sampling to obtain data from two target groups (X and Y generations). The activity and attitude of individuals related to performance of an extra-role in service interaction is less favourable than the required in-role behaviour. According to the results of our survey, the level of involvement influences the customers' mandatory behaviour and volunteer behaviour when working on a co-creation value. Empirically verifiable, the service users' activity in a value creation affects customers' value of the service.

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“…21 In the health domain, the service-dominant logic framework has provided, for example, useful descriptions of what consumers do at the individual level to co-create value in service delivery (e.g. choosing medical teams for treatment or complying with medications) 22 rather than at the organisational or governance level. In terms of mental health services specifically, this body of literature has recently started exploring the how consumers and organisations may improve services through increasing organisational capabilities for consumer involvement (e.g.…”

Section: Introductionmentioning

confidence: 99%

How do consumer leaders co-create value in mental health organisations?

Scholz

Bocking

Happell

2017

Aust. Health Review

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Objectives Contemporary mental health policies call for consumers to be involved in decision-making processes within mental health organisations. Some organisations have embraced leadership roles for consumers, but research suggests consumers remain disempowered within mental health services. Drawing on a service-dominant logic, which emphasises the co-creation of value of services, the present study provides an overview of consumer leadership within mental health organisations in the Australian Capital Territory. Methods Mental health organisations subscribing to the local peak body mailing list were invited to complete a survey about consumer leadership. Survey data were summarised using descriptive statistics and interpreted through the lens of service-dominant logic. Results Ways in which organisations may create opportunities for consumers to co-create value within their mental health services included soliciting feedback, involving consumer leaders in service design, having consumer leaders involved in hiring decisions and employing consumer leaders as staff or on boards. Strategies that organisations used to develop consumer leaders included induction, workshops and training in a variety of organisational processes and skills. Conclusions The findings of the present study extend the application of a service-dominant logic framework to consumer leadership within mental health organisations through consideration of the diverse opportunities that organisations can provide for consumer co-creation of service offerings. What is known about the topic? Policy calls for consumer involvement in all levels of mental health service planning, implementation and delivery. The extent to which service organisations have included consumer leaders varies, but research suggests that this inclusion can be tokenistic or that organisations choose to work with consumers who are less likely to challenge the status quo. Service literature has explored the way consumers can co-create value of their own health care, but is yet to explore consumers’ co-creation of value at a systemic level. What does the paper add? This paper outlines ways in which mental health organisations report involving consumers in leadership positions, including having consumers on boards, having consumers on recruitment panels and providing leadership training for consumers. These initiatives are considered in terms of the potential value co-created within mental health services by consumers in leadership, suggesting that consumer leaders are a resource to mental health organisations in terms of the value brought to service offerings. What are the implications for practitioners? Research suggests that medical professionals have been resistant to increased consumer leadership within mental health services. The findings of the present study emphasise the value that can be brought to service organisations by consumer leaders, suggesting that mental health practitioners may reconsider their approach and attitudes towards consumer leadership in the sector.

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Health Care Customer Value Cocreation Practice Styles

Cited by 885 publications

References 61 publications

Transformative service research and service dominant logic: Quo Vaditis?

Transformative service research and service dominant logic: Quo Vaditis?

The Role of Customers’ Involvement in Value Co-creation Behaviour is Value Co-creation the Source of Competitive Advantage?

How do consumer leaders co-create value in mental health organisations?

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