Serving yourself: value self-creation in health care service
Open accessAbstract
Purpose: This paper aims to investigate the concept of value self-creation and provides a formal definition for this concept. The paper suggests that it sits within an overall continuum of value creation that includes value delivery and value co-creation. Design/methodology/approach: A proposed model of value self-creation was developed and empirically tested in a health care self-service, bowel screening. An online, self-completion survey was administered to Australian men and women aged 50 years and above, as this represents the primary target population for bowel screening. Findings: The results of the structural equation modelling in AMOS suggest that consumers can self-create value, leading to desired outcomes of satisfaction with the consumption experience and behavioural intentions to engage with the self-service again in the future. The findings provide empirical evidence to suggest that consumers’ behavioural contributions represent the most important consumer contributions in self-service, followed by cognitive contributions. Originality/value: The study provides an empirically validated model of value self-creation in health care self-service. Much of the existing research on value co-creation has concentrated on traditional service types and is ill-placed to explain the value creation processes in self-services. This study offers originality by addressing this gap and demonstrating to service managers how they can manage consumer contributions towards a self-service and facilitate value-self creation, even though they are not present during the consumption stage of the consumption process.
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Insufficient organizational health literacy impoverishes the ability of a health care organization to fulfill the task of empowering and engaging patients in value cocreation.
“However, insufficient organizational health literacy impoverishes the ability of a health care organization to fulfill this task [80].”
From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [80]
The empowerment of patients leads to improving the patients' role in value cocreation.
“The empowerment of patients leads to improving the patients’ role in value cocreation [80].”
From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [80]
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Sorted by citations
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- Authors
- Zainuddin, N., Tam, L., & McCosker, A.
- Affiliations
- University of Wollongong (AU)
- Australian Bureau of Statistics (AU)
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2016-09-12
- Volume
- 30
- Issue
- 6
- Pages
- 586-600
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W2518996382
- Cited by
- 75
- References
- 59
- Citations by year
- 2026: 4 · 2025: 2 · 2024: 4 · 2023: 7 · 2022: 9 · 2021: 14 · 2020: 10 · 2019: 12 · 2018: 8 · 2017: 5
- FWCI
- 17.35
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Locations
- Journal of Services Marketing (publishedVersion)
- UTS ePRESS (University of Technology Sydney) (submittedVersion)
- Research Online (University of Wollongong) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
- Keywords
- value co-creation, value delivery, customer satisfaction, behavioral intention, older adults, service management
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