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 of Service Management – Emerald Publishing
Published: Aug 12, 2014
Keywords: Value co‐creation; Value; Health services; Value networks; Electronic health records; Service systems
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