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Cocreative customer practices: Effects of health care customer value cocreation practices on well-being
University of Queensland, Australia.
University of Queensland, Australia.
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad University, Sweden.
University of Queensland, Australia.
2017 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 70, 55-66 p.Article in journal (Refereed) Published
Abstract [en]

Drawing on three studies using data from six separate samples of 1151 health care customers, the authors investigate cocreative customer practices, modeling the effects of customer value cocreation practices on well-being. Results highlight that while positive interactions with medical staff (doctors) lead to increased well-being through engaging in coproducing treatment options, interactions with friends and family and their associated cocreated activities have an even greater positive effect on well-being. Furthermore, several other customer directed activities have positive indirect effects. Interestingly, activities requiring change can have a negative effect on well-being, except in psychological illnesses, where the opposite is true. The authors conclude with theoretical and managerial implications, highlighting that if interactions and activities with medical professionals are supplemented with customer-directed activities, the positive effect on well-being is significantly enhanced. (C) 2016 Elsevier Inc. All rights reserved.

Place, publisher, year, edition, pages
ELSEVIER SCIENCE INC , 2017. Vol. 70, 55-66 p.
Keyword [en]
Service marketing; Health; Well-being; Customer practices; Value cocreation practices
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-133096DOI: 10.1016/j.jbusres.2016.07.006ISI: 000388053500006OAI: oai:DiVA.org:liu-133096DiVA: diva2:1055306
Available from: 2016-12-12 Created: 2016-12-09 Last updated: 2017-06-07

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The full text will be freely available from 2019-08-02 11:51
Available from 2019-08-02 11:51

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Citation style
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