How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions

Complex services, such as healthcare, struggle to realize the benefits of value co-creation due to the substantial challenges of managing such services over the long-term. Key to overcoming these challenges to value co-creation is a profound understanding of dialogue (i.e., ‘quality of discourse’ facilitating shared meaning) during service interactions. Contributing to an emerging literature, we undertake a longitudinal, ethnographic study to assess dialogue between professionals and patients through the lens of dialogic engagement (i.e., iterative mutual learning processes that bring about action through dialogue). We develop and empirically support six dialogic co-creation and co-destruction mechanisms that impact on the resolution of tensions and integration of knowledge resources between service providers and consumers. We reveal the multidimensional and dynamic nature of value created or destroyed through these mechanisms in dialogue over time. Taking healthcare as an exemplar, we offer a research agenda for developing our understanding of DE in complex services

Relationship between sons’ perceptions of fathers’ messages and satisfaction in adult son‐father relationships

The study examined the relationship between adult sons' responses to their fathers' son-directed messages and satisfaction with those relationships. Descriptions of father messages that typified the communication between fathers and sons were solicited from adult males. Adjectives and phrases were derived from these descriptions and were presented to a second sample in seven-point bipolar adjective form. Factor analysis yielded three factors labeled "Supportive-Interest," "Criticism," and "Sarcasm." All three factors correlated significantly with adult sons' ratings of satisfaction with their son-father relationship. Multiple regression, using the three factors as predictors, accounted for approximately 60% of the variance in satisfaction scores