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Cited by 442Service and Product InnovationCustomer Service Quality and LoyaltyPatient Satisfaction in Healthcare

Customer Effort in Value Cocreation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers

Sweeney, Jillian C., Danaher, Tracey S., McColl-Kennedy, Janet R.·2015·Journal of Service Research
DOI 10.1177/1094670515572128
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Abstract

Transformative service research is particularly relevant in health care where the firm and customer can contribute to individual as well as societal well-being. This article explores customer value cocreation in health care, identifying a hierarchy of activities representing varying levels of customer effort from complying with basic requirements (less effort and easier tasks) to extensive decision making (more effort and more difficult tasks). We define customer Effort in Value Cocreation Activities (EVCA) as the degree of effort that customers exert to integrate resources, through a range of activities of varying levels of perceived difficulty. Our findings underscore the importance of viewing health care service as taking place within the customer’s service network that extends well beyond the customer-firm dyad to include other market-facing as well as public and private resources. Moreover, we demonstrate the transformative potential of customer EVCA linking customer EVCA to quality of life, satisfaction with service and behavioral intentions. We do so across three prevalent chronic diseases—cancer, heart disease, and diabetes. Our findings highlight how an integrated care model has benefits for both customers and providers and can enhance customer EVCA.

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Crossref · 10.1177/1094670515572128

Cites

104 of 104 references verified0 citation errors · 0 not checkable

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  • The more effort patients put into value cocreation activities, the more likely they are to continue with the health care provider, to return to the health care provider when they need treatment in the future, and to recommend the provider to others.

    “Research showed that the more effort patients put into value cocreation activities, the more likely they are to continue with the health care provider, to return to the health care provider when they need treatment in the future, and to recommend the provider to others [44].”

    From Improving the Theoretical Understanding Toward Patient-Driven Health Care Innovation Through Online Value Cocreation: Systematic Review (2020) · cites this paper as [44]

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Related

Authors
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R.
Affiliations
  • UWA Business School, The University of Western Australia, Perth, WA, Australia
  • Monash University (AU)
  • UQ Business School, The University of Queensland, St. Lucia, Brisbane, Queensland, Australia
ORCID
Danaher, Tracey S.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2015-03-10
Volume
18
Issue
3
Pages
318-335
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670515572128
OpenAlex
W2105718448
Cited by
442
References
102
Citations by year
2026: 32 · 2025: 38 · 2024: 41 · 2023: 54 · 2022: 47 · 2021: 56 · 2020: 36 · 2019: 45 · 2018: 40 · 2017: 36 · 2016: 17
FWCI
77.06
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
  • Journal of Service Research (publishedVersion)
  • UWA Profiles and Research Repository (UWA) (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 › General Health Professions › Patient Satisfaction in Healthcare
Keywords
customer effort, value co-creation, health services, transformative services, service networks, integrated care, chronic disease, cancer, heart disease, diabetes mellitus, quality of life, service satisfaction, behavioral intention

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