Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters

Patients interact with various health care service network partners, whereby nurses play an integral role in providing health care services on the patient level. Drawing on social exchange theory and considering citizenship and dysfunctional patient behavior from a value co-creation (and even co-destruction) perspective, the purpose of the present study is to identify drivers that promote citizenship and reduce dysfunctional patient behavior in service interactions with nurses at the same time. Using PLS-SEM and survey data from 404 inpatients, results demonstrate the importance of perceived citizenship behavior of nurses for patient citizenship behavior by showing a significant direct effect (and partially even an indirect effect mediated by patients’ positive emotions) on all identified forms. However, it provides little chances to reduce dysfunctional patient behaviors, as there hardly exists any significant (direct or indirect) effect.