A Systematic Review of Online Value Co-Creation in the Healthcare Service Ecosystem

Nowadays, the role of patients in the healthcare domain is extending beyond being passive healthcare recipients to becoming “makers and shapers” of healthcare services. In the healthcare service ecosystem, Online Health Communities (OHCs) foster co-creation among the different actors. Over the last five years, a number of articles that focus on value co-creation in the healthcare services have surfaced that highlight the significance of the interactions and engagements between the healthcare ecosystem levels. Accordingly, this paper aims to conduct a systematic review of the literature focusing on the role of OHCs as facilitators of value co-creation in the healthcare service ecosystem. A systematic review of the literature was conducted with articles published between 2013 and 2018. Thematic analysis revealed three key themes including “value is ubiquitous”, “online resources connectivism”, and “informational and emotional support”. This paper provides a structured overview of the current literature and identifies opportunities for future research

The 17th International research symposium on service excellence in management (QUIS17)

More than 30 years have passed since the first edition of QUIS symposium was held in Sweden in 1988. QUIS takes place every second year and attracts around 200-250 leading researchers and executives from all over the world. The QUIS symposium brings together the best interdisciplinary academic research and management practices in a forum to advance the study of service management, service dominant logic, service leadership, customer experience, technology and innovations in service. The pursuit of service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their field. Benchmarking one¿s own approaches against other organizations best practices and gaining insights from their experiences are powerful means for enhancing resultsPeiró Signes, Á. (2022). The 17th International research symposium on service excellence in management (QUIS17). Editorial Universitat Politècnica de València. https://doi.org/10.4995/QUIS17.2022.1516

Design Fiction Diegetic Prototyping: A Research Framework for Visualizing Service Innovations

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.Purpose: This paper presents a design fiction diegetic prototyping methodology and research framework for investigating service innovations that reflect future uses of new and emerging technologies. Design/methodology/approach: Drawing on speculative fiction, we propose a methodology that positions service innovations within a six-stage research development framework. We begin by reviewing and critiquing designerly approaches that have traditionally been associated with service innovations and futures literature. In presenting our framework, we provide an example of its application to the Internet of Things (IoT), illustrating the central tenets proposed and key issues identified. Findings: The research framework advances a methodology for visualizing future experiential service innovations, considering how realism may be integrated into a designerly approach. Research limitations/implications: Design fiction diegetic prototyping enables researchers to express a range of ‘what if’ or ‘what can it be’ research questions within service innovation contexts. However, the process encompasses degrees of subjectivity and relies on knowledge, judgment and projection. Practical implications: The paper presents an approach to devising future service scenarios incorporating new and emergent technologies in service contexts. The proposed framework may be used as part of a range of research designs, including qualitative, quantitative and mixed method investigations. Originality: Operationalizing an approach that generates and visualizes service futures from an experiential perspective contributes to the advancement of techniques that enables the exploration of new possibilities for service innovation research

Expanding the task-dominant value cocreation narrative: The role of consumer expertise, and social and mental processes

This research proposes an integral model of cocreation processes before, during, and after a trip affecting customer value and anteceded by tourist expertise. Beyond prevailing task-related (coproduction) processes and the more recently contemplated social processes, we consider mental cocreation using the concept of mental time travel (forward and backward). Findings from 428 tourist responses reveal the great potential of these novel cocreation forms, showing that imagining a forthcoming trip and remembering the travel afterwards are important affective value drivers, as is interacting with locals and employees. Overall, these play a more prominent role than task-related processes. Likewise, we found that tourist expertise is a major antecedent of cocreation and precursor of value. Managers could encourage tourist cocreation by applying customer education strategies, stimulating activities with high community contact, and using virtual tools to intensify thoughts and memories of past and future travel experiences. Technology may be key in achieving this.The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: The research was supported by the Spanish Government (grant number ECO2016-76348-R); the Basque Government (IT-1354-19; POS-2020-2-0040; POS-2019-1-0011; IKM-2020-1-0014; PRE-2017-2-0009); and the Feside Foundation

How advocacy and interactivity facilitate customer value co-creation behaviour in Instagram: a micro-perspective of unplanned and voluntary usage of hedonic social networking sites

Our study offers a new conceptual model of value co-creation in hedonic social network sites, and it validates an adaptation of the Coleman bathtub to social interaction in Instagram. Few papers have studied empirically interactive platforms for value co-creation in the focal context of a service ecosystem under service-dominant logic. We use a CB-SEM methodological approach to quantitatively test the hypothesised connections between constructs in our structural model. The analysis of the statistical results allows us to validate the direct, indirect and total effects between the latent variables in the model. Furthermore, it empirically shows, for the studied sample of Instagrammers, the dual nature of interactivity, both networked and perceived; how customer participation behaviour relates to customer relationships with other Instagrammers; the resource integration patterns of social capital and the choreography of relational value; and finally as well as the positive impact of increased advocacy levels on customer participation behaviour during the unplanned and voluntary usage of Instagram.Nuestro estudio ofrece un nuevo modelo conceptual de cocreación de valor en redes sociales hedónicas, y valida la adaptación del bote de Coleman a la interacción social en Instagram. Pocos estudios se han realizado para investigar empíricamente las plataformas interactivas para la cocreación de valor en el contexto de un ecosistema de servicios bajo la lógica dominante del servicio. Utilizamos el enfoque metodológico del modelo de ecuaciones estructurales basado en la covarianza para comprobar cuantitativamente las relaciones causales hipotéticas entre constructos en nuestro modelo estructural. El análisis de los resultados estadísticos nos permite validar los efectos directos, indirectos y totales entre las variables latentes del modelo. Además, se demuestra empíricamente para la muestra de instagrammers la naturaleza dual de la interactividad, en la interactividad en red y en la percepción de la interactividad; cómo el comportamiento participativo del cliente influye en las relaciones personales con otros instagrammers; los patrones de integración de recursos del capital social y la coreografía del valor relacional; y finalmente el impacto positivo que tienen los niveles de adopción aumentados sobre el comportamiento ciudadano del cliente durante el uso no planificado y voluntario de Instagram.El nostre estudi ofereix un nou model conceptual de cocreació de valor en xarxes socials hedòniques, i valida l'adaptació del pot de Coleman a la interacció social a Instagram. Pocs estudis s'han realitzat per investigar empíricament les plataformes interactives per a la cocreació de valor en el context d'un ecosistema de serveis sota la lògica dominant del servei. Utilitzem l'enfocament metodològic del model d'equacions estructurals basat en la covariància per comprovar quantitativament les relacions causals hipotètiques entre constructes en el nostre model estructural. L'anàlisi dels resultats estadístics ens permet validar els efectes directes, indirectes i totals entre les variables latents del model. A més, es demostra empíricament per a la mostra d'instagramers la naturalesa dual de la interactivitat, en la interactivitat en xarxa i en la percepció de la interactivitat; com el comportament participatiu del client influeix en les relacions personals amb altres instagramers; els patrons de integració de recursos del capital social i la coreografia de la valor relacional; i finalment l'impacte positiu que tenen els nivells d'adopció augmentats sobre el comportament ciutadà del client durant l'ús no planificat i voluntari d'Instagram

Value Co-Creation: Exploring the Effects of Collaborating with a Proactive Generation of Customers

Value Co-Creation plays a central role within the Service-Dominant Logic of marketing. However, value co-creation is largely conceptual and lacks empirical evidence around both the appropriate contexts and conditions for collaborative co-creation and effects on firms and customers. Using a mixed methods research design this thesis explores value co-creation through a sequential-exploratory, multi-phase approach. The first study is exploratory and qualitative with results influencing two further empirical studies, one quantitative and the other mixed method. This first study used expert ratings and in-depth interviews to explore value co-creation within a three-stage purchasing cycle. The results indicated differing approaches and a conceptual model is presented highlighting conditions under which firms might take advantage of opportunities for value co-creation. The second study used experiments to test the effect of co-creating on consumers; in particular, the role of trust and equity in co-created exchanges. The results showed how in co-created exchanges, trust and relationship investment are key in improving customer intentions, and how co-creating can reduce the negative impact of perceived inequity. The third study used a mixed methods approach to consider the indirect effect of co-creating on other customers. A case study approach with a public transport provider revealed how co-creation at railway stations might affect passenger behaviour. A hierarchical linear modelling study shows how co-creation at station level has an indirect effect on affective and conative loyalty. The thesis contributes to our understanding of value co-creation by reinforcing the contexts and conditions where collaborative forms of co-creation might be best employed. The thesis also shows how co-creating affects the consumers involved and the implications of this for firms. Finally, the thesis contributes by revealing how co-creating with a relatively small group can have a positive effect on a wider group of customers

Inclusion of elderly users via virtual spaces in the early stages of the innovation process

This article discusses collaborative innovation during the initial stages of firms' innovation processes via virtual spaces, focusing on a specific group: elderly users. These users represent a large and growing consumer market, which entails opportunities for companies developing products and services for elderly individuals. Firms that intend to meet the real needs of elders must involve those individuals in collaborative innovation processes. However, firms face challenges in the technical and interpersonal spheres when basing their early-stage innovation activities on the virtual inclusion of elderly individuals, which has received little attention. Focusing on these challenges, this article presents an exploratory case study employing a participatory action research approach, in which the authors were part of a project aimed at the development of a method of including elderly users via virtual spaces. Pilot implementations helped the innovation intermediary develop an improved method to better capture elderly individuals' inputs. We found that special efforts must be made prior to the virtual activity to familiarize elderly individuals with the technology. Additionally, virtual activity demands a more active role from intermediaries for two reasons: first, representatives from client organizations do not feel confident in leading virtual discussions and second, social hints, emotions and feelings are more difficult to grasp in a virtual space than in real-life interactions, which necessitates more focused and prepared intermediation. Elderly individuals' involvement is driven by their curiosity and desire to learn something new; therefore, the participation of elderly users must be valuable both to the organization's innovation process and to the elderly individuals themselves.publishedVersio

Ageism in the use and design of digital technology

Background and research objectives: Technological innovation is often described as a solution for or considered to have the potential of meeting the challenges of the ageing society, improving older persons' quality of life, well-being, and healthcare, and supporting ageing in place in a safe and independent environment. At the same time, older persons often experience ageism, defined as stereotypes, prejudice, and discrimination, in the context of digital technology. Such stereotypes are omnipresent in various contexts (e.g., workforce, healthcare, and media) and can hinder active and successful ageing in a highly digitalizing reality. The main goal of this dissertation is to understand what are the manifestations of ageism in the context of digital technology and the potential role of ageism as an underlying factor that may affect the design, acceptance, and use of digital technology. Methods: A mixed-methods approach was utilized to initiate and present a coherent and holistic outcome intending to discover paradoxes, contradictions, and new perspectives on the design, acceptance, and use of digital technology. Six studies were conducted, triangulating data from 1) different methodologies, 2) various stakeholders' perspectives (older persons, designers, researchers, and healthcare professionals) 3) and different contexts of use and design of digital technology.Main results: The triangulation of this dissertation's qualitative and quantitative findings are synthesized in a theoretical model of Ageism in the Use and Design of Digital Technology (see figure). Manifestations of ageism in the use and design of digital technology are identified throughout the different dimensions of ageism: (1) Social-psychological level of stereotypes, prejudice, and discrimination, (2) Negative-positive valance, (3) Explicit-implicit representations, (4) and three levels of individual-micro level (self-ageism), a social-organizational meso level of inter-generational interaction, and policy and design macro level. Importantly, ageism may influence the acceptance and use of digital technology in a dynamic and iterative process of interaction between different levels and interchanging between individuals, design processes, and technological devices and services.Recommendations for future research and policy: Ageism in the use and design of digital technology is a developing field for future research, entrepreneurship, and policy. The main recommendations are to:1.Develop interventions to mitigate self-ageism, empower older persons, and reduce ageism in the design process of digital technology and intergenerational tension.2.Raise awareness and training to change the discourse on ageing and technology. 3.Promote inclusion and aim for partnership and meaningful involvement of older persons throughout the development of digital technology-related products, services, and policy. 4.Design digital technologies for versatile social, leisure, and communication needs.5.Develop methodological innovations to measure the influence of ageism on the use and design of digital technology. In particular concerning discrimination; intersectionality of digital technology, ageism, and other characteristics; and the use of data and artificial intelligence (AI).6.Ensure access to digital technology to eliminate the access divide influenced by age, education, and other characteristics

Research and practice: a critical reflection on approaches that underpin research into people's information behaviour

Purpose The purpose of this paper is to provide a critical discussion on the nature of research into people's information behaviour, and in particular the contribution of the phenomenological approach for the development of information solutions. Design/methodology/approach The approach takes the form of a conceptual analysis drawing on the research literature and personal research experience. Findings The paper brings to the foreground the relative value of different conceptual approaches and how these underpin and relate to the development of information solutions. Research limitations/implications The paper, due to the breadth and complexity of the subject, serves to highlight key issues and bringing together ideas. Some topics deserve further explanation. However, this was beyond the scope of this paper. Practical implications A conceptual framework is provided that indicates the value of the epistemic spectrum for information behaviour studies and provides support for action research and participative design. Social implications Taking a phenomenological approach, and consequently either a first person approach and/or a highly participative approach to research, challenges the relationship between researcher and respondent. It also raises questions about why the authors conduct research and for whom it is intended. Originality/value The paper makes explicit the underlying philosophical assumptions and how these ideas influence the way the authors conduct research; it highlights the significance of Cartesian dualism and indicates the significance of these assumptions for the development of information solutions. It supports the view that researchers and developers should be open to respondents leading the exploration of their needs