通过消费者共同创造转变医疗保健服务:服务设计方向

IF 3.8 4区管理学 Q2 BUSINESS

Journal of Services Marketing Pub Date : 2023-11-27 DOI:10.1108/jsm-12-2022-0373

Joan Carlini, Rachel Muir, Annette McLaren-Kennedy, Laurie Grealish

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引用次数: 0

摘要

目的:由于人口老龄化和慢性病增多等因素加剧了保健服务的财政负担和复杂性，因此有必要采取全面和综合的护理办法。虽然共同创建的服务设计已被证明在改变一些服务行业方面很有价值，但它在医疗保健行业的应用还没有得到很好的理解。本研究旨在探讨保健消费者如何参与保健服务共同创造。该研究在11个电子数据库中检索了2010年至2019年间发表的同行评审文章。此外，手工检索纳入研究的参考文献列表、Google©引文检索和灰色文献检索。Whittemore和Knafl综合框架指导了系统评价，Callahan的6w框架用于从纳入的文章中提取数据，便于比较。研究结果:作者确定了21篇文章，主要来自英国、北美和澳大利亚。尽管需要更多的研究，但研究结果表明，经验研究有限，地理范围狭窄，理论和方法应用有限。根据这些发现，作者构建了一个概念模型来加强细致入微的理解。原创性/价值本研究提供了四个贡献。首先，介绍了面向消费者共同创造的健康服务设计转型模型，说明了健康消费者在塑造服务中的多重角色。其次，识别共同创建服务中的消费者脆弱性，并将其与不同的消费者群体、权力动态和决策复杂性联系起来。第三，扩大参与者的包容性可以提高服务设计的消费者中心性、包容性和创新性。最后，研究议程探讨消费者体验、组织动态、价值结果和共同创造理论对医疗保健服务进步的影响。

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Transforming health-care service through consumer co-creation: directions for service design

Purpose

The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims to examine how health consumers are involved in health-care service co-creation.

Design/methodology/approach

The study searched 11 electronic databases for peer-reviewed articles published between 2010 and 2019. Additionally, hand searches of reference lists from included studies, Google^© citation searches and searches for grey literature were conducted. The Whittemore and Knafl integrative framework guided the systematic review, and Callahan’s 6 Ws framework was used to extract data from the included articles, facilitating comparisons.

Findings

The authors identified 21 articles, mainly from the UK, North America and Australia. Despite the need for more research, findings reveal limited and geographically narrow empirical studies with restricted theory and method applications. From these findings, the authors constructed a conceptual model to enhance nuanced understanding.

Originality/value

This study offers four contributions. First, it introduces the Health Service Design Transformation Model for Comprehensive Consumer Co-Creation, illustrating health consumers’ multifaceted roles in shaping services. Second, consumer vulnerabilities in co-creating services are identified, linked to diverse consumer groups, power dynamics and decision complexity. Third, this study suggests broadening participant inclusion may enhance consumer-centricity, inclusivity and innovation in service design. Finally, the research agenda explores consumer experiences, organizational dynamics, value outcomes and co-creation theory for health-care service advancement.

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.