Embodied Value Co-creation: A Turn-taking Perspective on Service Encounter Interactions

Echeverri, Per; Salomonson, Nicklas

doi:10.1177/2394964317693341

Cited by 17 publications

(19 citation statements)

References 17 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Many stakeholders with diverse expectations are involved (patient representatives, health‐care professionals, policy makers, funders, researchers), and the gap between health‐care policy and practice may contribute to the lack of clarity . Therefore, patient involvement runs the risk of becoming tokenistic, which may limit synergies between co‐production and value creation (or may even cause value destruction) for patients and health‐care organizations …”

Section: Discussionmentioning

confidence: 99%

“…[65][66][67]73 Therefore, patient involvement runs the risk of becoming tokenistic, 65,73 which may limit synergies between co-production and value creation (or may even cause value destruction) for patients and health-care organizations. 21,60 Despite limited evidence, patient involvement is reasoned to be a probable "tool" for cultural change because it impacts attitudes, values and assumptions within the microsystem. 66 Our study also suggests patient involvement should be a tool (resource), if tailored for interaction and partnership (reasoning), leading to behaviour change (outcome) within health-care QI efforts (context) (Figure 4).…”

Section: Discussionmentioning

confidence: 99%

“…Therefore, to improve and sustain quality in a health‐care system, key leverage points exist at the clinical microsystem level . Considering the growing interest in active patient involvement in QI, where the patients hold the role as co‐creators, the uncertainty over how best to orchestrate such involvement, and what outcomes to expect on micro‐, meso‐, and macrosystem levels, it is important to understand how approaches to patient involvement might work. The realist literature review approach aims to determine what works for whom, in what circumstances, in what respects and why …”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

How might patient involvement in healthcare quality improvement efforts work—A realist literature review

Bergerum

Thor

Josefsson

et al. 2019

Health Expectations

View full text Add to dashboard Cite

IntroductionThis realist literature review, regarding active patient involvement in healthcare quality improvement (QI), seeks to identify possible mechanisms that contribute to success or failure. Furthermore, the paper outlines key considerations for organizing and supporting patient involvement in healthcare QI efforts.MethodsTwo literature searches were performed. Altogether, 1204 articles from a healthcare context were screened, focusing on improvement efforts that involve patients, healthcare professionals and/or managers and leaders. Among these, 107 articles fulfilled the chosen study selection criteria and were further analysed. Eighteen articles underwent a full realist review. In the realist synthesis, context‐mechanism‐outcome configurations were articulated as middle‐range theories and organized thematically to generate a program theory on how active patient involvement in QI efforts might work.ResultsThe articles exhibited a diversity of patient involvement approaches at different levels of healthcare organizations. To be successful, organizations’ support of QI efforts that actively involved patients tailored the QI efforts to their context to achieve the desired outcomes, and involved the relevant microsystem members. Furthermore, it promoted interaction and partnership within the microsystem, and supported the behavioural change that follows.ConclusionThis realist synthesis generates a program theory for active patient involvement in QI efforts; active patient involvement can be a tool (resource), if tailored for interaction and partnership (reasoning), that leads to behaviour change (outcome) within healthcare QI efforts. The theory explains essential resource and reasoning mechanisms, and outcomes that together form guidance for healthcare organizations when managing active patient involvement in QI efforts.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

How might patient involvement in healthcare quality improvement efforts work—A realist literature review

Bergerum

Thor

Josefsson

et al. 2019

Health Expectations

View full text Add to dashboard Cite

show abstract

“…While more systems-oriented thinking to value co-creation has been suggested for a decade (Vargo, Maglio, & Akaka, 2008), the actual interaction between a customer and a firm is still perceived the central locus in services marketing (Echeverri & Salomonson, 2017). In other words, there is more interest in value co-production—direct contact between a service provider and a beneficiary—rather than value co-creation that also takes into account market practices and other institutional arrangements that guide actors in service processes (Pohlmann & Kaartemo, 2017).…”

Section: Introductionmentioning

confidence: 99%

A Systematic Review of Artificial Intelligence and Robots in Value Co-creation: Current Status and Future Research Avenues

Kaartemo

Helkkula

2018

Journal of Creating Value

105

View full text Add to dashboard Cite

As artificial intelligence (AI) and robots are increasingly taking place in practical service solutions, it is necessary to understand technology in value co-creation. We conducted a systematic literature review on the topic to advance theoretical analysis of AI and robots in value co-creation. By systematically reviewing 61 AI and robotics articles, which have been published in top marketing and service research journals, we identified four themes in literature, namely, generic field advancement, supporting service providers, enabling resource integration between service providers and beneficiaries, and supporting beneficiaries' well-being. With the identification of the first set of literature on AI and robots in value co-creation, we push forward an important sub-field of value co-creation literature. In addition, to advance the field, we suggest building on actor-network theory and science and technology studies to understand the agency of technology in value co-creation. Considering that technology has agency, it opens new interesting research avenues around shopping bots and human-to-non-human frontline interaction that are likely to influence resource integration, customer engagement and value co-creation in the future. We also encourage our colleagues to conduct postphenomenological research to be better geared for analysing how technology (including AI and robots) mediates the individual experience of value.

show abstract

“…Recent research on co-creation and branding has focused on many different topics, including the implementation of a co-creation strategy (Ind et al, 2017), social marketing (Domegan, Collins, Stead, McHugh, & Hughes, 2013), collective action (Laamanen & Skålén, 2015), cultural differences (Voyer et al, 2017), customer co-creation value (Agrawal & Rahman, 2017; Merz et al, 2018), engagement (Black & Veloutsou, 2017; Conduit & Chen, 2017), actor roles (Biraghi & Gambetti, 2017; Kumar & Rajan, 2017; von Wallpach, Hemetsberger, & Espersen, 2017; Waseem, Biggemann, & Garry, 2017), brand communities (Kornum, Gyrd-Jones, Al Zagir, & Brandis, 2017; Roncha & Radclyffe-Thomas, 2016), value creation (Echeverri & Salomonson, 2017; Flores & Vasquez-Parraga, 2015; Grönroos & Voima, 2013; Merz et al, 2018; Skålén, Pace, & Cova, 2015), the outcome of co-creation (Alves, Fernandes, & Raposo, 2016; Cossío-Silva, Revilla-Camacho, Vega-Vázquez, & Palacios-Florencio, 2016; Kennedy, 2017; Navarro, Llinares, & Garzon, 2016) and the negative side of co-creation (Daunt & Harris, 2017; Greer, 2015; Plé, 2017; Smith, 2013). However, despite this impressive research attention and the resultant rich literature base, there is still not a clear picture of the different actors involved in co-creation, and the boundary conditions that make one type of co-creation more appropriate than another.…”

Section: Introductionmentioning

confidence: 99%

Consumer Brand Value Co-creation Typology

Guzmán

Paswan

Kennedy

2018

Journal of Creating Value

View full text Add to dashboard Cite

Co-creation is said to take place in a variety of domains when two or more actors interact to create value. The topic of brand co-creation has been in the literature for 15 years. During this time, a multitude of concepts, constructs and behaviours about co-creation have been presented in the marketing literature. The result is a fragmented research area with little underlying consensus about how co-creation occurs between consumers and brands. The purpose of this article is to propose a brand co-creation typology, with the goal of consolidating existing work into a unified framework and providing a roadmap for practitioners to use co-creation in a more informed fashion. This typology creates avenues for future research through empirical testing.

show abstract

Embodied Value Co-creation: A Turn-taking Perspective on Service Encounter Interactions

Cited by 17 publications

References 17 publications

How might patient involvement in healthcare quality improvement efforts work—A realist literature review

How might patient involvement in healthcare quality improvement efforts work—A realist literature review

A Systematic Review of Artificial Intelligence and Robots in Value Co-creation: Current Status and Future Research Avenues

Consumer Brand Value Co-creation Typology

Contact Info

Product

Resources

About