Innovating Healthcare Service Experience Through Customers’ Value Co-Creation with their Network Partners

This research sought to understand how people with dementia perceive interaction in the context of their service experience. Using the client data from a qualitative study that was conducted over three years and employed both inductive and deductive techniques, the data from 22 client interviews were consolidated and then analysed. Seven themes related to service experience were identified: Awareness; Communication; Dependency; Expectations; Experience; Position; and Relationship. These themes provide insights that could assist service providers to better understand and facilitate interaction with their clients. The study highlights that clients with dementia wish to be given the opportunity to have input to the creation of their service. Itpoints out that service organizations need to develop tailored mechanisms that will allow this to occur; and the study provides information that could be used to facilitate the achievement of a responsive, client-centred community-based aged healthcare service.

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Impact of Communication Dyads on Healthcare Service Experience

MANTHAN Journal of Commerce and Management ◽

10.17492/manthan.spl19.2 ◽

2019 ◽

Author(s):

P. Suhail ◽

Y. Srinivasulu

Keyword(s):

Healthcare Service ◽

Service Providers ◽

Healthcare Sector ◽

Marketing Communication ◽

Criterion Variable ◽

Service Experience ◽

The Difference ◽

The Impact ◽

The Relationship ◽

Email Survey

Marketing communication is more complex today due to the difference between a firm’s promise about a service and what it actually delivers. Expectations of the customers are shaped on the basis of what types of promises are offered by the organization and how efficiently it is delivered to them. Here, the study attempts to empirically examine the impact of service communication triangle on the service experience in the healthcare sector. The Data was collected from sixty inpatients from several healthcare institutions located in Pondicherry (UT), at least with two days of service experience through the Email survey. Multiple regression is employed to explain the relationship between a criterion variable (Patients service experience) and three predictor variables, Patients employee relation (PE), Patients firm relation (PF), and Employee firm relation (EF). The study observed that three communication dyads contribute significantly to the service experience and it is relevant and timely to the healthcare service providers of the country in respect of first empirical study on service communication triangle in India and in this Healthcare sector.

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How the Awareness of u-Healthcare Service and Health Conditions Affect Healthy Lifestyle: An Empirical Analysis Based on a u-Healthcare Service Experience

Telemedicine Journal and e-Health ◽

10.1089/tmj.2014.0092 ◽

2015 ◽

Vol 21 (4) ◽

pp. 286-295 ◽

Cited By ~ 6

Author(s):

Sekyoung Youm ◽

Seung-Hun Park

Keyword(s):

Empirical Analysis ◽

Healthcare Service ◽

Healthy Lifestyle ◽

Health Conditions ◽

Service Experience

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Digital healthcare retail: role of presence in creating patients' experience

International Journal of Retail & Distribution Management ◽

10.1108/ijrdm-12-2020-0514 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

S. Sreejesh ◽

Juhi Gahlot Sarkar ◽

Abhigyan Sarkar

Keyword(s):

Healthcare Service ◽

Dominant Factor ◽

Spatial Presence ◽

Service Experience ◽

Content Type ◽

Study Results ◽

Relationship Value ◽

Patronage Intention ◽

The Impact ◽

Digital Healthcare

PurposeThe purpose of this study is to empirically examine the impact of technology-enabled service co-creation on patients' service patronage behaviour in healthcare retailing. The first objective is to examine the mediating roles of spatial presence and co-presence in the relationship between technology enabled co-creation and service experience. The second objective is to investigate if healthcare service experience impacts patients' relationship value with hospitals and subsequent patronage intention.Design/methodology/approachData were collected from a sample of 516 customers of three leading hospitals in India during the social isolation period of COVID-19. The data were analysed using structural equation modelling.FindingsThe study results demonstrate that customers' favourably perceived technology-enabled co-creation generates feelings of spatial presence and co-presence in the technology-enabled platform. The feeling of presence enhances patients' health care service experiences which in turn predict their relationship value perceptions towards the healthcare service provider. Co-presence dominates as a mediator in terms of magnitude over spatial presence. The favourable value perception positively impacts patients' intention to come back to the same hospital.Research limitations/implicationsThe study uses cross-sectional data, which does not incorporate any temporal variations in the investigated relationships. The study does not account for differences in government vs. private undertakings of healthcare system.Practical implicationsThe findings envisage a digital healthcare retail system, where hospitals can enhance patients' perceptions of healthcare service experience, relational value and re-patronage intention, based on the digital mediated environment design elements, i.e. spatial presence and co-presence. As co-presence is a dominant factor, ensuring that human healthcare experts (rather than technology based e-service elements like chatbots) participate in healthcare service co-creation is of prime importance to provide enriching service experience to the patients.Originality/valueThe value of the research lies in extending the theories of presence, UTAUT and S-O-R to understand digital healthcare retailing, in order to identify the mechanism of how online co-creative platform can generate hospital patronage behaviour among patients through the serial mediation of presence, augmented service experience and relationship value.

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