Examining the service engagement process in value co-creation in healthcare service delivery: a multi-level perspective

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

Research output: Contribution to conferencePaper

Abstract

This study furthers our understanding of value co-creation, which has received little attention in the doctor-patient encounter relationship. We employed a quantitative survey method to shed light on factors driving this fundamental service aspect, followed up with a multilevel data analysis. These factors (assurance, social skills, doctor-patient orientation) from the doctor significantly strengthen the effects of the patient-level factors (trust, perceptual beliefs, interactions) on the service engagement and outcomes of the focal doctorpatient dyad. We establish the cross-level interactive effects at the group level of the focal dyad on service engagement. The findings suggest service engagement at the group level had no significant effect on patients’ perceived value. We provide new empirical insights to understand and operationalize these fundamental influencing factors of the value co-creation concept in a healthcare setting, and contribute to the value co-creation literature.

Conference

ConferenceEuropean Marketing Academic Annual Conference: EMAC 2018
CountryUnited Kingdom
CityGlasgow
Period29/05/181/06/18

Fingerprint

Value co-creation
Health care services
Service delivery
Multi-level perspective
Factors
Doctors
Dyads
Social skills
Interaction
Co-creation of value
Assurance
Influencing factors
Perceived value
Healthcare

Keywords

  • service engagement
  • value co-creation
  • healthcare
  • multi-level analysis

Cite this

Osei-Frimpong, K., Wilson, A., Lemke, F., & McLean, G. (2018). Examining the service engagement process in value co-creation in healthcare service delivery: a multi-level perspective. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.
Osei-Frimpong, Kofi ; Wilson, Alan ; Lemke, Fred ; McLean, Graeme. / Examining the service engagement process in value co-creation in healthcare service delivery : a multi-level perspective. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.10 p.
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Osei-Frimpong, K, Wilson, A, Lemke, F & McLean, G 2018, 'Examining the service engagement process in value co-creation in healthcare service delivery: a multi-level perspective' Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom, 29/05/18 - 1/06/18, .

Examining the service engagement process in value co-creation in healthcare service delivery : a multi-level perspective. / Osei-Frimpong, Kofi; Wilson, Alan; Lemke, Fred; McLean, Graeme.

2018. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.

Research output: Contribution to conferencePaper

TY - CONF

T1 - Examining the service engagement process in value co-creation in healthcare service delivery

T2 - a multi-level perspective

AU - Osei-Frimpong, Kofi

AU - Wilson, Alan

AU - Lemke, Fred

AU - McLean, Graeme

PY - 2018/5/29

Y1 - 2018/5/29

N2 - This study furthers our understanding of value co-creation, which has received little attention in the doctor-patient encounter relationship. We employed a quantitative survey method to shed light on factors driving this fundamental service aspect, followed up with a multilevel data analysis. These factors (assurance, social skills, doctor-patient orientation) from the doctor significantly strengthen the effects of the patient-level factors (trust, perceptual beliefs, interactions) on the service engagement and outcomes of the focal doctorpatient dyad. We establish the cross-level interactive effects at the group level of the focal dyad on service engagement. The findings suggest service engagement at the group level had no significant effect on patients’ perceived value. We provide new empirical insights to understand and operationalize these fundamental influencing factors of the value co-creation concept in a healthcare setting, and contribute to the value co-creation literature.

AB - This study furthers our understanding of value co-creation, which has received little attention in the doctor-patient encounter relationship. We employed a quantitative survey method to shed light on factors driving this fundamental service aspect, followed up with a multilevel data analysis. These factors (assurance, social skills, doctor-patient orientation) from the doctor significantly strengthen the effects of the patient-level factors (trust, perceptual beliefs, interactions) on the service engagement and outcomes of the focal doctorpatient dyad. We establish the cross-level interactive effects at the group level of the focal dyad on service engagement. The findings suggest service engagement at the group level had no significant effect on patients’ perceived value. We provide new empirical insights to understand and operationalize these fundamental influencing factors of the value co-creation concept in a healthcare setting, and contribute to the value co-creation literature.

KW - service engagement

KW - value co-creation

KW - healthcare

KW - multi-level analysis

M3 - Paper

ER -

Osei-Frimpong K, Wilson A, Lemke F, McLean G. Examining the service engagement process in value co-creation in healthcare service delivery: a multi-level perspective. 2018. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.