Empowering Patients to Co-Create a Sustainable Healthcare Value

Russo, Giuseppe; Tartaglione, Andrea Moretta; Cavacece, Ylenia

doi:10.3390/su11051315

Cited by 51 publications

(37 citation statements)

References 129 publications

(258 reference statements)

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“…Furthermore, indicate that recognition from the network community motivates individuals to contribute to co-creation processes, which can be counted among the benefits related to social integration [70] and social innovation in different sectors such as public administrations [71,72], health sites [73], and so on.…”

Section: Discussionmentioning

confidence: 99%

On-line Crowdsourcing: Motives of Customers to Participate in Online Collaborative Innovation Processes

Lorenzo-Romero

Constantinides

2019

Sustainability

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The large-scale adoption of the Internet and social media make transactions and interactions between businesses and customers easy, inexpensive, and highly efficient. Online crowdsourcing and co-creation with customers are developments increasingly seen as attractive alternatives to traditional forms of innovation management. Online customers are willing to spend time and effort on collaborative innovation trajectories and so have a say in the development of new products and services. Identifying and recruiting capable and innovation-minded co-creation partners online is one of the main challenges of such collaborative innovation-focused processes; understanding the attitudes and motives of innovation-minded customers are the first steps in enticing and recruit these as innovation partners. In this study, we identify and classify customer motives for participating in online co-creation processes in two European countries: Spain and The Netherlands. More than a quarter of online customers are active co-creators and two co-creator profiles were identified in both countries, based the levels of motivation predisposition; Spanish online customers are more involved and enthusiastic co-creators than Dutch customers. The study confirms that financial motives are not the main reason for co-creation; highly motivated customers are motivated by product-related benefits, while hedonic benefits are the most important triggers for less motivated co-creators.

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Section: Discussionmentioning

confidence: 99%

On-line Crowdsourcing: Motives of Customers to Participate in Online Collaborative Innovation Processes

Lorenzo-Romero

Constantinides

2019

Sustainability

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“…[5,22] Customer participation is known to positively affect customer relational value or the co-creation of value. [15,16] Consistent with the customer service literature, patient relational value is the value derived from the bonds between the patient and doctor/nurse, and posit a positive association between patient participation and relational value.…”

Section: Patient Relational Valuementioning

confidence: 86%

“…Patient empowerment impacts value co-creation, and the antecedents of empowerment include patient participation, while those of value co-creation include patient participation and patient citizenship behaviours. [15] Trust-in personnel is known to influence participation (co-delivery and value co-design behaviours), which subsequently affects customer perceived value and loyalty. [16] This study, however, did not consider the roles of satisfaction and affective commitment.…”

Section: Introductionmentioning

confidence: 99%

Patients as strategic partners in hospital settings: Trust, participation, relational value, and loyalty

Ahenkora

Armah

Santuoh

et al. 2019

JHA

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Objective: The need to motivate patients to participate as strategic partners in healthcare exists, and this has prompted the development of relational models of value creation. This study assesses the effect of trust-in doctor/nurse on patient participation as well as the outcomes on perceived relational value and loyalty. Methods: An empirical model from the patient's point of view was designed and tested. Data were collected from 209 patients, who had attended public (10) and private (10) hospitals/clinics, and analyzed using the principles of structural equation modelling. Results: The results show that patients' perception of trust-in-doctor/nurse is an antecedent of patient participation. Patient participation has positive effects on perceived patient relational value, and this subsequently affects patient satisfaction, affective commitment, and loyalty. Conclusions: The study shows that trust affects patient participation behaviour, and the outcome of this behaviour contributes to value creation and loyalty in service delivery. Managerial implication: Nurses and doctors who build trust and involve patients create relational value with them, which enable patients to experience satisfaction and commitment, and this leads to long term relationships with the hospital. The study indicates that building trust and promoting patient participation should be a strategic imperative for management.

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“…Organizations can use these models to engage their customers to collaborate, however, they do not inculde factors that encourage customers to engage in the first place. Russo et al (2019) recently examined the use of patient empowerment to increase engagement in co-creation of value and found it to be effective. Other research pertaining to co-creation of value in the health care industry pertains to the benefits of the outcomes rather than engagement strategies.…”

Section: Customer Engagement In Co-creation Of Valuementioning

confidence: 99%

Service Quality as an Antecedent to Engagement in Co-Creation of Value in the Healthcare Industry

Bell¹

2019

EJBM

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The purpose of this research was to examine service quality as an antecedent to customer engagement in co-creation of value in the European healthcare industry. Determining and examining the factors that encourage customers to collaborate with organizations is important because companies are having difficulty engaging their customers. Successful engagement has been found to result in increased loyalty, trust, competitive advantages, and performance. To examine the relationship, six hypotheses were developed based on an overall measure of service quality and each component of service quality. One hundred-thirty participants, who had recently experienced health care services, completed a survey to address the hypotheses. Pearson correlations and multiple regression analyses were used to examine the data. A significant and positive relationship with overall service quality and customer engagement in cocreation of value was determined. The results of this study will allow business leaders to develop improved strategies when attempting to engage customers in co-creation of value. This is the first study to examine service quality as a customer engagement factor in co-creation of value. As such, the research adds to the existing knowledge base.

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Empowering Patients to Co-Create a Sustainable Healthcare Value

Cited by 51 publications

References 129 publications

On-line Crowdsourcing: Motives of Customers to Participate in Online Collaborative Innovation Processes

On-line Crowdsourcing: Motives of Customers to Participate in Online Collaborative Innovation Processes

Patients as strategic partners in hospital settings: Trust, participation, relational value, and loyalty

Service Quality as an Antecedent to Engagement in Co-Creation of Value in the Healthcare Industry

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