Customer coproduction in healthcare service delivery: examining the influencing effects of the social context

Kofi Osei-Frimpong, Graeme McLean, Alan Wilson, Fred Lemke

Research output: Contribution to journalArticle

Abstract

This study furthers our understanding of service coproduction by examining some pertinent antecedents and the consequent effect on customer adherence to medical instructions in healthcare service delivery. Through a cross-sectional quantitative survey design, data collected from 594 healthcare customers were analysed through structural equation modelling using AMOS 23. The findings indicate significant influences of social context on participation in service coproduction and adherence. Additionally, the mediating effect of customer role clarity on social context (nature of interactions, access to healthcare information, service climate) and coproduction are established. This study also determined moderation effects of provider-customer orientation on the coproduction process. Further, customer health condition-type (acute or chronic) does not present different effects on their coproduction behaviours. From a social cognitive theoretical perspective, this study has established that customers’ coproduction behaviours are motivated by the social system in relation to the social context.
Original languageEnglish
Pages (from-to)82-93
Number of pages12
JournalJournal of Business Research
Volume120
Early online date5 Aug 2020
DOIs
Publication statusE-pub ahead of print - 5 Aug 2020

Keywords

  • healthcare
  • coproduction
  • service delivery
  • Ghana

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