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Cited by 103Service and Product InnovationInnovation and Knowledge ManagementInnovative Approaches in Technology and Social Development

Organisational Capabilities for Customer Participation in Health Care Service Innovation

Sharma, Shikha, Conduit, Jodie, Rao Hill, Sally·2014·Australasian Marketing Journal
DOI 10.1016/j.ausmj.2014.08.002
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Abstract

Health care customers are demanding a more active role in the provision and development of health care services, a position supported by government health care policy in Australia. However, many health care organisations lack an understanding of the capabilities required to respond to this increased participation from customers. This study applies dynamic capability theory through a lens of co-creation to identify organisational capabilities that support customer participation in health care service innovations. A qualitative approach using convergent interviews with health care CEOs and senior managers was undertaken. As a result, four categories of organisational capabilities were identified: customer activation, organisational activation, interaction capabilities, and learning agility. Despite acknowledging the need for these capabilities, most health care organisations perceived they had not developed the required skills and resources. This study provides an insight into the organisational capabilities managers seek to improve their customer participation in health care service innovation.

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Authors
Sharma, S., Conduit, J., & Rao Hill, S.
Affiliations
  • The University of Adelaide (AU)
  • School of Marketing and Management, Adelaide Business School, University of Adelaide, Australia
Corresponding author
Conduit, Jodie
ORCID
Venue
Australasian Marketing Journal
Publisher
SAGE Publications
Published
2014-08
Volume
22
Issue
3
Pages
179-188
ISSN
  • 1441-3582 (ISSN-L)
  • 1839-3349
DOI
10.1016/j.ausmj.2014.08.002
OpenAlex
W2069304768
Cited by
103
References
64
Citations by year
2026: 5 · 2025: 3 · 2024: 7 · 2023: 8 · 2022: 9 · 2021: 6 · 2020: 16 · 2019: 12 · 2018: 6 · 2017: 12 · 2016: 11 · 2015: 6 · 2013: 1 · 2012: 1
FWCI
30.92
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
  • Australasian Marketing Journal (AMJ) (publishedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
  • Adelaide Research & Scholarship (AR&S) (University of Adelaide) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
  • Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Innovative Approaches in Technology and Social Development
Keywords
customer participation, organizational capabilities, dynamic capabilities, co-creation, customer activation, learning agility, health care organization, health policy

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