Revealing customer dominant logic in healthcare services

Abstract

Abstract:With the increasing interest in the customers' role in service processes and value creation, there is a need to explore customer dominant logic in real service settings. This study focuses on the appearance and characteristics of customer dominant logic through a case study conducted in a healthcare service organisation. The main findings of the study concern how customer dominant logic appears in certain situations, when the service provider utilises information about a customer's life and ecosystem. The study results provide a rich contribution towards a deeper understanding of customer dominant logic in services. Practical suggestions are offered to service managers to make their services more customer-centric.Keywords: customer value; value creation; value co-creation; service dominant logic; customer dominant logic; provider dominant logic; customer-centric; healthcare service.Reference to this paper should be made as follows: Seppänen, K., Huiskonen, J., Koivuniemi, J. and Karppinen, H. (2017) Biographical notes: Kaisa Seppänen holds a Master of Science in Technology at the Lappeenranta University of Technology. She is a PhD student at Lappeenranta University of Technology. Her educational background is also from Lappeenranta University of Technology, where she studied chemistry and process development as the main subject. Today, as a PhD student, her personal research interest and focus of dissertation is in customer-service process interfaces and service process design in the healthcare context. Jouni Koivuniemi is an Associate Professor of Service Processes and Networks of the School of Business and Management at the Lappeenranta University of Technology, Finland. His research interests focus on service networks, service and sustainable business models, and early phases of new business development. He has a 15-year experience in leading and expert positions on interdisciplinary and international research on these areas within public services and various industrial sectors. He has over 40 publications in international journals and conferences.Henri Karppinen currently works as a Research Manager at the Saimaa University of Applied Sciences, Lappeenranta, Finland. As a Research Manager, he focuses on research and development projects related to internationalisation of service business industry and digitalisation of customer-driven services. His personal research interest and focus is in digitalised personal healthcare, including cross-platform and application information processes and customer-driven health information sharing and delivery.

Accompanying Patients Aged 65 or Over: How Companions’ Health Literacy Affects Value Co-Creation During Medical Encounters

“…Fourth, this work responds to the call to analyze the cocreation of value from the perspective of the non-referent beneficiaries (Kelleher et al, 2020). The referent beneficiary is the recipient of the service (patient) and has been the predominant perspective in the research on the co-creation of value (Leroi-Werelds, 2019;Seppänen et al, 2017). The cocreation of value of non-referent beneficiaries is important and the emerging literature highlights that it is crucial in situations of vulnerability.…”

User-defined ecosystems in health and social care

“…The user-focused perspective takes its starting point in the users’ processes and the user’s own subjective understanding of what is valuable and helpful (Heinonen and Strandvik, 2015; Seppänen et al , 2017). Thus, the user’s goals for engaging with a set of actors and services that form an ecosystem is to enable wellbeing for themselves and for other relevant parties (Heinonen and Strandvik, 2020).…”

A new model of pairing for innovation in management higher education: implications for the management field

“…While some research has shown that the pairing technique leads to the creativity and innovation of undergraduate students from a variety of majors and classes, including management and business (Nouri et al, 2013;Tadmor et al, 2012), there needs to be more research investigating how pairing contributes to the engagement of management and business students in deriving new ideas and solutions to problems in their field. Researchers have elucidated several issues and problems currently plaguing management in different industries, including education (Das and Mukherjee, 2017;Pors and Ratner, 2017), automobiles Gupta and Singh, 2017), agricultural engineering and natural resources (Najafabadi et al, 2017), the supply chain (Leem and Rogers, 2017), healthcare (Seppänen et al, 2017) and knowledge production (Ayuba and Haynes, 2017). Assigning students to collaborate in dyads or pairs for problem-solving, as an instructional strategy in management higher education, can be applied for generating solutions to problems and issues raised by present management research as illustrated below.…”

“…This literature review has highlighted the application of management higher education student dyads to support managers with addressing and solving challenges across the industries of education (Das and Mukherjee, 2017;Pors and Ratner, 2017), automobiles Gupta and Singh, 2017), agricultural engineering and natural resources (Najafabadi et al, 2017), the supply chain (Leem and Rogers, 2017), healthcare (Seppänen et al, 2017) and knowledge production (Ayuba and Haynes, 2017). Before empirical research can be conducted on the salience of management postsecondary student dyads for generating innovative solutions to contemporary management problems, a conceptual model must be developed to explicate how management instructors and faculty can formulate the management higher education student dyads and guide them on engendering creative ideas and innovations for problem-solving in their field.…”

“…The students also become accustomed to the process of creativity and innovation from the model, which prepares them for the management careers of today where they are expected to have a competitive edge (Amabile, 1983;Oldham and Cummings, 1996). For example, after collaborating in their dyads to solve management problems across the industries of education (Das and Mukherjee, 2017;Pors and Ratner, 2017), automobiles Gupta and Singh, 2017), agricultural engineering and natural resources (Najafabadi et al, 2017), the supply chain (Leem and Rogers, 2017), healthcare (Seppänen et al, 2017) and knowledge production (Ayuba and Haynes, 2017), management postsecondary students would be familiar with these industries as potential career areas to pursue after graduation. Hence, creativity and innovation engendered from pair work through the implementation of the pairing for innovation model within management courses in higher education would advance the management field in academia and the workplace with new knowledge and insights benefiting human and environmental well-being on the planet.…”