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Customers’ value co-creation with healthcare service network partners

Customers’ value co-creation with healthcare service network partners The purpose of this paper is to identify customers’ service network partners in medical encounters and demonstrate the extent to which customers’ evaluation of each co-creation practice with their service network partners affects their perceived service quality and satisfaction. In addition, the moderating effect of patient age is examined.Design/methodology/approachBy using a field survey, data collected from 164 inpatients were examined through structural equation modeling and multi-group analysis.FindingsThe value-creating activities of customers with service providers, companions and other customers during healthcare service encounters have a positive effect on their perception of service quality and satisfaction related to behavioral intentions. Co-creating with service value network partners has a greater impact on perceived service quality and service satisfaction for patients aged 60 or older.Research limitations/implicationsBy focusing on participants in customers’ service value co-creating networks, this study contributes to the body of knowledge by confirming the importance of each actor and analyzing customers’ value co-creating activities.Originality/valueThis is the first study to show that when customers’ level of involvement is high, such as in healthcare services, their value-creating activities when interacting with medical staff, companions and other patients positively affect perceived service quality and satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Service Theory and Practice Emerald Publishing

Customers’ value co-creation with healthcare service network partners

Kim, Jiyoung
Journal of Service Theory and Practice , Volume 29 (3): 20 – Sep 20, 2019
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20 pages

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2055-6225
DOI
10.1108/jstp-08-2018-0178
Publisher site
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Abstract

The purpose of this paper is to identify customers’ service network partners in medical encounters and demonstrate the extent to which customers’ evaluation of each co-creation practice with their service network partners affects their perceived service quality and satisfaction. In addition, the moderating effect of patient age is examined.Design/methodology/approachBy using a field survey, data collected from 164 inpatients were examined through structural equation modeling and multi-group analysis.FindingsThe value-creating activities of customers with service providers, companions and other customers during healthcare service encounters have a positive effect on their perception of service quality and satisfaction related to behavioral intentions. Co-creating with service value network partners has a greater impact on perceived service quality and service satisfaction for patients aged 60 or older.Research limitations/implicationsBy focusing on participants in customers’ service value co-creating networks, this study contributes to the body of knowledge by confirming the importance of each actor and analyzing customers’ value co-creating activities.Originality/valueThis is the first study to show that when customers’ level of involvement is high, such as in healthcare services, their value-creating activities when interacting with medical staff, companions and other patients positively affect perceived service quality and satisfaction.

Journal

Journal of Service Theory and Practice – Emerald Publishing

Published: Sep 20, 2019

Keywords: Value co-creation; Healthcare service; Elderly patients; Consumer vulnerability; Customers’ network partners

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