Understanding value co‐creation in complex services with many actors

Understanding value co‐creation in complex services with many actors Purpose – The purpose of this paper is to explore the concept of value co‐creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system. Design/methodology/approach – The paper describes a qualitative study based on Grounded Theory to understand value co‐creation from multiple actors’ perspectives in a National EHR Service Project: the Portuguese Health Data Platform. Findings – Study results enabled further development of the value co‐creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co‐creation concept by identifying its factors and outcomes, understanding how value co‐creation factors and outcomes are interconnected, and understanding of how value co‐creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies. Practical implications – The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co‐create value. The study highlights the need for designing and managing services to co‐create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co‐creation interactions among different actors in the network. Originality/value – This study responds to the need for empirical research on value co‐creation in many‐to‐many contexts and for operationalizing the value co‐creation concept. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Service Management Emerald Publishing

Understanding value co‐creation in complex services with many actors

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Publisher
Emerald Publishing
Copyright
Copyright © 2014 Emerald Group Publishing Limited. All rights reserved.
ISSN
1757-5818
DOI
10.1108/JOSM-02-2014-0055
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to explore the concept of value co‐creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system. Design/methodology/approach – The paper describes a qualitative study based on Grounded Theory to understand value co‐creation from multiple actors’ perspectives in a National EHR Service Project: the Portuguese Health Data Platform. Findings – Study results enabled further development of the value co‐creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co‐creation concept by identifying its factors and outcomes, understanding how value co‐creation factors and outcomes are interconnected, and understanding of how value co‐creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies. Practical implications – The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co‐create value. The study highlights the need for designing and managing services to co‐create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co‐creation interactions among different actors in the network. Originality/value – This study responds to the need for empirical research on value co‐creation in many‐to‐many contexts and for operationalizing the value co‐creation concept.

Journal

Journal of Service ManagementEmerald Publishing

Published: Aug 12, 2014

Keywords: Value co‐creation; Value; Health services; Value networks; Electronic health records; Service systems

References

  • Service as business logic: implications for value creation and marketing
    Grönroos, C.; Ravald, A.
  • Service, value networks and learning
    Lusch, R.; Vargo, S.; Tanniru, M.
  • Understanding participation in company social networks
    Martins, C.S.; Patrício, L.
  • Managing the co‐creation of value
    Payne, A.F.; Storbacka, K.; Frow, P.
  • Steps toward a science of service systems
    Spohrer, J.; Maglio, P.P.; Bailey, J.; Gruhl, D.
  • Paradigms in service research
    Tronvoll, B.W.; Brown, S.; Gremler, D.D.; Edvardsson, B.
  • Service‐dominant logic: continuing the evolution
    Vargo, S.; Lusch, R.

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