Value co-destruction causing customers to stop service usage: a topic modelling analysis of dental service complaint data

Abstract

This study aims to identify the types of value co-destruction (VCD) emerging in healthcare services that cause patients to reduce or extinguish their intentions to continue using the services; it also aims to identify the VCD antecedents. Complaints from 1075 dental clinic patients, which are collected as textual data, are analysed in this study. The authors adopt an exploratory approach comprising a quantitative analysis based mainly on the topic model, a type of machine learning, and a qualitative analysis based on the KJ method. Twelve types of VCD were empirically identified, three of which had a significant negative effect on the intention to continue using the service. Ten antecedents that cause these types of VCD were identified, when examined based on a multi-level perspective, institutional factors and social norms were found to be related to the VCD process. This study contributes to understanding the mechanisms by which failures in healthcare services occur and to developing effective decision making to overcome them.

Empowering families traveling with young children: a transformative service research perspective

“…Figure 1 summarizes the data collection and analysis processes. Goto et al (2022) have guided the research processes to assess the changes in well-being via t -test and contextualize the value formation experience with qualitative data via text mining to extract the content and multidimensional scaling to reduce dimensions of contents for interpretability. As service is a social practice with norms, scripts and expectations of stakeholders, this approach can manifest misused resources and perceived gaps from different perspectives, driving new insights for problem-solving in the service ecosystem (Bruce et al , 2019).…”