Advertisement

Rethinking and Improving the Health Care Service Through Interactive Web Technologies

  • Angela CaridàEmail author
  • Maria Colurcio
  • Monia Melia
Chapter

Abstract

The chapter frames the role of web-based technologies in value co-creation.

The study drew on a practice-based view and the S-D logic. The aim is twofold: to provide a framework of key elements in the value co-creation process (actors, resources, activities and value) and to identify practices for value creation in the health care service context.

Five practices are labelled as the outcome of the resource integration process which makes possible the co-creation of functional, emotional, social and epistemic value.

Web technologies are identified as operant resource which contribute to integrate resources and provide new opportunities to enhance the access, productivity and quality of the health care service.

References

  1. Albert, N. M., Buchsbaum, R., & Jianbo, L. (2007). Randomized study of the effect of video education on heart failure healthcare utilization, symptoms, and self-care behaviors. Patient Education and Counseling, 69, 129–139.CrossRefGoogle Scholar
  2. Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14–28.CrossRefGoogle Scholar
  3. Berry, L. L., & Bendapudi, N. (2007). Health care: A fertile field for service research. Journal of Service Research, 10(2), 111–122.CrossRefGoogle Scholar
  4. Berry, L. L., & Seltman, K. D. (2007). Building a strong services brand: Lessons from Mayo Clinic. Business Horizons, 50, 199–209.CrossRefGoogle Scholar
  5. Bourdeau, L., Chebat, J. C., & Couturier, C. (2002). Internet consumer value of university students: E mail-vs.-Web users. Journal of Retailing and Consumer Services, 9, 61–69.CrossRefGoogle Scholar
  6. Bowen, D. E. (1986). Managing customers as human resources in service organizations. Human Resource Management, 25(3), 371–383.CrossRefGoogle Scholar
  7. Caridà, A., Colurcio, M., & Melia, M. (2013). A practice based approach to value co-creation: Focus on the healthcare context. Paper presented at the 43 Emac annual conference, Istanbul, Turkey, 2013.Google Scholar
  8. Caridà, A., Colurcio, M., & Melia, M. (2012). The web for value co-creation in healthcare. Paper presented at the AMA SERVSIG international service research conference, Helsinki, June 7–9, 2012.Google Scholar
  9. Chou, D. C., & Chou, A. Y. (2002). Healthcare information portal: A web technology for the healthcare community. Technology in Society, 24, 317–330.CrossRefGoogle Scholar
  10. Cudmore, B. A., Bobrowski, P. E., & Kiguradze, T. (2011). Encouraging consumer searching behaviour on healthcare web sites. Journal of Consumer Marketing, 28(4), 290–299.CrossRefGoogle Scholar
  11. Demiris, G. (2006). The diffusion of virtual communities in health care: Concepts and challenges. Patient Education and Counseling, 62(2), 178–188.CrossRefGoogle Scholar
  12. Doughty, K. (2011). SPAs (smart phone applications) – A new form of assistive technology. Journal of Assistive Technologies, 5(2), 88–94.Google Scholar
  13. Echeverri, P., & Skålén, P. (2011). Co‐creation and co‐destruction: A practice‐theory based study of interactive value formation. Marketing Theory, 11(3), 351–373.CrossRefGoogle Scholar
  14. Elg, M., Engström, J., Witell, L., Witell, L., & Poksinska, B. (2012). Co-creation and learning in health-care service development. Journal of Service Management, 23(3), 328–343.CrossRefGoogle Scholar
  15. Elg, M., Witell, L., Poksinska, B., Engström, J., Dahlgaard-Park, S. M., & Kammerlind, P. (2011). Solicited diaries as a means of involving patients in development of healthcare services. International Journal of Quality and Service Sciences, 3(2), 128–145.CrossRefGoogle Scholar
  16. Eysenbach, G., Powell, J., Englesakis, M., Rizo, C., & Stern, A. (2004). Health related virtual communities and electronic support groups: systematic review of the effects of online peer to peer interactions. BMJ, 328, 1–6.CrossRefGoogle Scholar
  17. Frost, J. H., & Massagli, M. P. (2008). Social uses of personal health information within PatientsLikeMe, an online patient community: What can happen when patients have access to one another’s data. Journal of Medical Internet Research, 10(3), e15.CrossRefGoogle Scholar
  18. Foucault, M. (1973). The birth of the clinic: An archaeology of medical perception. London: Tavistock.Google Scholar
  19. Franklin, V. L., Waller, A., Pagliari, C., & Greene, S. A. (2006). A randomized controlled trial of Sweet Talk, a text messaging system to support young people with diabetes. Diabetic Medicine, 23(12), 1332–1338.CrossRefGoogle Scholar
  20. Gruber, T., & Frugone, F. (2011). Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters. Journal of Service Management, 22(4), 491–5217.CrossRefGoogle Scholar
  21. Gustafsson, A., Kristensson, P., & Witell, L. (2012). Customer co-creation in service innovation: A matter of communication? Journal of Service Management, 23(3), 311–327.CrossRefGoogle Scholar
  22. Hibbard, J. H., Greene, J., & Tusler, M. (2009). Improving the outcomes of disease management by tailoring care to the patient’s level of activation. American Journal of Managed Care, 15(6), 353–360.Google Scholar
  23. Holttinen, H. (2010). Social practices as units of value creation: theoretical underpinnings and implications. International Journal of Quality and Service Sciences, 2(1), 95–112.CrossRefGoogle Scholar
  24. Huang, E. (2009). Diffusion of videos on US hospital web sites. International Journal of Pharmaceutical and Healthcare Marketing, 3(4), 347–362.CrossRefGoogle Scholar
  25. Humphreys, A., & Grayson, K. (2008). The intersecting roles of consumer and producer: A critical perspective on co-production, co-creation and presumption. Sociology Compass, 2(3), 963–980.CrossRefGoogle Scholar
  26. Korkman, O. (2006). Customer value formation in practice: A practice theoretical approach. Swedish School of Economics and Business Administration 155, Helsinki.Google Scholar
  27. Korkman, O., Storbacka, K., & Harald, B. (2010). Practices as markets: Value co-creation in e-invoicing. Australasian Marketing Journal, 18, 236–247.CrossRefGoogle Scholar
  28. Kozinets, R. V. (2010). Netnography doing ethnographic research online. London: Sage.Google Scholar
  29. Lee, E. J., & Overby, J. W. (2004). Creating value for online shoppers: Implications for satisfactions and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54–67.Google Scholar
  30. Leimeister, J. M., Schweizer, K., Leimeister, S., & Krcmar, H. (2008). Do virtual communities matter for the social support of patients?: Antecedents and effects of virtual relationships in online communities. Information Technology and People, 21(4), 350–374.CrossRefGoogle Scholar
  31. Lusch, R., Vargo, S., & O’Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5–18.CrossRefGoogle Scholar
  32. Mayo Clinic Annual Report. (2011). Retrieved January 15, 2013, from http://www.mayoclinic.org/annualreport/2011/.
  33. McColl-Kennedy, J. R., Vargo, S. L., Dagger, T. S., Sweeney, J. C., & van Kasteren, Y. (2012). Health care customer value co-creation practice styles. Journal of Service Research, 15(4), 370–389.CrossRefGoogle Scholar
  34. McColl-Kennedy, J. R, Vargo, S. L, Dagger, T. S., Sweeney, J. C. (2009). Customers as resource integrators: Styles of customer co-creation. Paper presented at the 2009 Naples Forum on services: Service-dominant logic, service science, and network theory, Capri, June 16–19, 2009.Google Scholar
  35. Misra, R., Mukherjee, A., & Peterson, R. (2008). Value creation in virtual communities: the case of a healthcare web site. International Journal of Pharmaceutical and Healthcare Marketing, 2(4), 321–337.CrossRefGoogle Scholar
  36. Murray, E., Lo, B., Pollack, L., Donelan, K., Catania, J., Lee, K., et al. (2003). The impact of health information on the internet on health care and the physician-patient relationship: National U.S. survey among 1.050 U.S. physicians. Journal of Medical Internet Research, 5(3), e17.CrossRefGoogle Scholar
  37. Nambisan, P. (2010). Enabling consumer-driven service innovation in health care: The role of online Health Information Technologies (HIT). In S. Nambisan (Ed.), Information technology and product development annals of information systems. New York, NY: Springer.Google Scholar
  38. Nambisan, P., & Nambisan, S. (2009). Models of consumer value co-creation in health care. Health Care Management Review, 34(4), 344–354.CrossRefGoogle Scholar
  39. Nordgren, L. (2009). Value creation in health care services – Developing service productivity: Experiences from Sweden. International Journal of Public Sector Management, 22(2), 114–127.CrossRefGoogle Scholar
  40. O’Connor, S. J., Trinh, H. Q., & Shewchuk, R. M. (2000). Perceptual gaps in understanding patient expectations for health care service quality. Health Care Management Review, 25(2), 7–23.CrossRefGoogle Scholar
  41. Ostrom, A., Bitner, M., Brown, S. W., Burkhard, K. A., Goul, M., & Smith-Daniels, V. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1), 4–36.CrossRefGoogle Scholar
  42. Ouschan, R., Sweeney, J., & Johnson, L. (2006). Customer empowerment and relationship outcomes in healthcare consultations. European Journal of Marketing, 40(9/10), 1068–1086.CrossRefGoogle Scholar
  43. Patrick, K., Griswold, W. G., Raab, F., & Intille, S. S. (2008). Health and the mobile phone. American Journal of Preventive Medicine, 35(2), 177–181.CrossRefGoogle Scholar
  44. Pura, M. (2005). Linking perceived value and loyalty in location-based mobile services. Managing Service Quality, 15(6), 509–538.CrossRefGoogle Scholar
  45. Randeree, E., & Rao, H. R. (2004). E-health and assurance: Curing hospital websites. International Journal of Electronic Healthcare, 1(1), 33–46.CrossRefGoogle Scholar
  46. Reckwitz, A. (2002). Toward a theory of social practices: A development in culturalist theorizing. European Journal of Social Theory, 5(2), 243–263.CrossRefGoogle Scholar
  47. Russo-Spena, T., & Mele, C. (2012). Five Co-s’ in innovating: A practice-based view. Journal of Service Management, 23(4), 527–553.CrossRefGoogle Scholar
  48. Røpke, I. (2009). Theories of practice-New inspiration for ecological economic studies on consumption. Ecological Economics, 68, 2490–2497.CrossRefGoogle Scholar
  49. Roter, D. (2000). The enduring and evolving nature of the patient physician relationship. Patient Education and Counseling, 39(1), 5–15.CrossRefGoogle Scholar
  50. Scammon, D. L., Keller, P. A., Albinsson, P. A., et al. (2011). Transforming consumer health. Journal of Public Policy and Marketing, 30(1), 14–22.CrossRefGoogle Scholar
  51. Sandström, S., Edvardsson, B., Kristensson, P., & Magnusson, P. (2008). Value in use through service experience. Managing Service Quality, 18(2), 112–126.CrossRefGoogle Scholar
  52. Schatzki, T. R., Knorr-Cetina, K., & von Savigny, E. (Eds.). (2001). The practice turn in contemporary theory. London: Routledge.Google Scholar
  53. Sheth, J. N., Newman, B. L., & Gross, B. L. (1991). Why we buy what we buy a theory of consumer behavior. Journal of Business Research, 22, 159–170.CrossRefGoogle Scholar
  54. Sicilia, M., & Palazón, M. (2008). Brand communities on the internet: A case study of Coca-Cola’s Spanish virtual community. Corporate Communications: An International Journal, 13(3), 255–270.CrossRefGoogle Scholar
  55. Spohrer, J. C., & Maglio, P. P. (2010). Service science: Toward a smarter planet. In W. Karwowski & G. Salvendy (Eds.), Introduction to service engineering. Hoboken, NJ: Wiley.Google Scholar
  56. Sweeney, J. C. (1994). An investigation of a theoretical model of consumer perceptions of value. Unpublished doctoral dissertation, School of Management and Marketing, Curtain University of Technology, Perth, Australia.Google Scholar
  57. Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220.CrossRefGoogle Scholar
  58. Tsai, C. C., Lee, G., Raab, F., Norman, G. J., Sohn, T., Griswold, W. G., et al. (2007). Usability and feasibility of PmEB: A mobile phone application for monitoring real time caloric balance. Mobile Networks and Applications, 12, 173–184.CrossRefGoogle Scholar
  59. Van Oerle, S., Mahr, D., & Lievens, A. (2012). Health related virtual communities (HRVCs): A taxonomy. Paper presented at the 41st Emac annual conference, Lisbon, Portugal.Google Scholar
  60. Vargo, S. L. (2010). Practices, systems, and meaning-making: An introduction to the special section on markets and marketing. Australasian Marketing Journal, 18, 233–235.CrossRefGoogle Scholar
  61. Vargo, S. L. (2008). Customer integration and value creation: Paradigmatic traps and Perspectives. Journal of Service Research, 11(2), 211–215.CrossRefGoogle Scholar
  62. Vargo, S. L., & Akaka, M. A. (2009). Service-dominant logic as a foundation for service science: Clarifications. Service Science, 1(1), 32–41.CrossRefGoogle Scholar
  63. Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.CrossRefGoogle Scholar
  64. Vargo, S. L., & Lusch, R. F. (2011). It’s all B2 and beyond: Toward a systems perspective of the market. Industrial Marketing Management, 40, 181–187.CrossRefGoogle Scholar
  65. Wald, H. S., Dube, C. E., & Anthony, D. C. (2007). Untangling the web-the impact of Internet use on health care and the physician-patient relationship. Patient Education and Counseling, 68(3), 218–224.CrossRefGoogle Scholar
  66. Wang, M., Wang, J., & Zhao, J. (2007). An empirical study of the effect of customer participation on service quality. Journal of Quality Assurance in Hospitality and Tourism, 8(1), 49–73.CrossRefGoogle Scholar
  67. Wicks, P., Massagli, M. P., Frost, J., Brownstein, C., Okun, S., Vaughan, T., et al. (2010). Sharing health data for better outcomes on PatientsLikeMe. Journal of Medical Internet Research 12(2). Available at http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2956230/. Accessed June 3, 2012.
  68. Witell, L., Kristensson, P., Gustafsson, A., et al. (2011). Idea generation: Customer cocreation versus traditional market research techniques. Journal of Service Management, 22(2), 140–159.CrossRefGoogle Scholar
  69. Wong, S. H. R. (2012). Which platform do our users prefer: Website or mobile app? Reference Services Review, 40(1), 103–115.CrossRefGoogle Scholar
  70. Xie, C., Bagozzi, R., & Troye, S. (2008). Trying to presume: Toward a theory of consumers as co-creators of value. Journal of the Academy of Marketing Science, 36(1), 109–122.CrossRefGoogle Scholar
  71. Yin, R. K. (2002). Case study research, applied social research methods series. Newbury Park: Sage.Google Scholar
  72. Yin, R. K. (1999). Enhancing the quality of case studies in health service research. Health Services Research, 34(5), 1209–1225.Google Scholar
  73. Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing (3rd ed.). New York: McGraw Hill.Google Scholar

Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.University Magna Græcia of CatanzaroCatanzaroItaly

Personalised recommendations