Exploring Trust-Based Service Value Chain Framework in Tele-healthcare Services

Purpose – This study aims to determine communication factors in various social settings that influence a comprehensive evaluation process ranging from information search before selecting a service organization to a service value assessment after using healthcare services. Design/methodology/approach – An empirical study using structural equation modeling tests the relationships among factors of the social environment in pre- and post-consumption evaluations with a sample of over 400 outpatients. Findings – The results indicate that service value evaluations are influenced by health-related communications with family before being diagnosed, opinions from family and friends in the decision-making process and interaction with other patients after choosing a hospital. The level of evaluation is mediated by how willing consumers are to exchange thoughts and ideas with others. Research limitations/implications – Future studies could consider the differences in gender and culture, and include more various resources such as patients from different hospitals and geographical areas for better generalizability. Practical implications – The paper identifies the importance of understanding how social relationships are involved in creating satisfied customers who will be loyal, generate good news and recommend services to others. The findings are conducive to planning and executing public relations strategies throughout the pre- and post-purchase process. Originality/value – Unlike the previous research that focused on service provider-oriented factors influencing customer satisfaction, the study investigates the effect of consumer-oriented social elements on service value evaluation to extend the horizon of public relations planning.

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Missing Links in Service Value Chain Analysis—Space, Identity and Inequality in Brazilian Call Centres

Space, Place and Global Digital Work ◽

10.1057/978-1-137-48087-3_6 ◽

2016 ◽

pp. 105-125 ◽

Cited By ~ 1

Author(s):

Martina Sproll

Keyword(s):

Value Chain ◽

Value Chain Analysis ◽

Service Value ◽

Call Centres ◽

Chain Analysis

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Optimising the internal value chain: Principles and practices

Journal of Management & Organization ◽

10.5172/jmo.837.14.2.193 ◽

2008 ◽

Vol 14 (2) ◽

pp. 193-206 ◽

Cited By ~ 6

Author(s):

Mark T Spence ◽

Sudhir H Kale

Keyword(s):

Value Creation ◽

Value Chain ◽

Internal Marketing ◽

High Quality ◽

Service Value ◽

Customer Interface ◽

The People ◽

Service Production

AbstractThe employee–customer interface in hedonic services requires high quality interactions at key touch points to ensure experiences are positively remembered. We propose an approach that combines service blueprinting with internal marketing to achieve these experiences. While internal marketing suggests using marketing techniques for hiring, retaining and motivating employees, the literature in this field has been largely independent of each employee's contribution to the internal value chain. Service blueprinting is a useful approach which makes explicit the value creation processes used in service production. No study has thus far connected the blueprint (which identifies functions to be performed) to internal marketing (which specifies the mechanisms for hiring, retaining and motivating the people performing the functions). This paper proposes a service value chain optimisation framework to enhance employee–customer interactions in hedonic services using these two research streams.

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Examining the service value chain of hypermarket retail brand value in Malaysia

International Journal of Services and Operations Management ◽

10.1504/ijsom.2019.103572 ◽

2019 ◽

Vol 34 (3) ◽

pp. 405

Author(s):

Hasliza Hassan ◽

Muhammad Sabbir Rahman ◽

Abu Bakar Sade

Keyword(s):

Value Chain ◽

Brand Value ◽

Service Value

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An examination of the e-government service value chain

Information Technology and People ◽

10.1108/itp-09-2018-0438 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Rajiv Kumar ◽

Ritu Kumar ◽

Amit Sachan ◽

Piyush Gupta

Keyword(s):

Value Chain ◽

Structural Equation ◽

Equation Modeling ◽

Government Service ◽

Content Type ◽

Service Value ◽

Social And Emotional ◽

Mediating Role ◽

Citizen Support ◽

The Impact

PurposeE-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI.Design/methodology/approachThe study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling.FindingsThe findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat.Research limitations/implicationsThe sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population.Practical implicationsThe study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users.Originality/valueThis study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.

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