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The changing role of the health care customer: review, synthesis and research agenda
University of Queensland, Australia.
University of Queensland, Australia.
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering. Linköping University, HELIX Vinn Excellence Centre.ORCID iD: 0000-0003-4730-5453
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences.
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2017 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 1Article, review/survey (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to synthesize findings from health care research with those in service research to identify key conceptualizations of the changing role of the health care customer, to identify gaps in theory, and to propose a compelling research agenda. Design/methodology/approach - This study combines a meta-narrative review of health care research, and a systematic review of service research, using thematic analysis to identify key practice approaches and the changing role of the health care customer. Findings - The review reveals different conceptualizations of the customer role within the ten key practice approaches, and identifies an increased activation of the role of the health care customer over time. This change implies a re-orientation, that is, moving away from the health care professional setting the agenda, prescribing and delivering treatment where the customer merely complies with orders, to the customer actively contributing and co-creating value with service providers and other actors in the ecosystem to the extent the health care customer desires. Originality/value - This study not only identifies key practice approaches by synthesizing findings from health care research with those in service research, it also identifies how the role of the health care customer is changing and highlights effects of the changing role across the practice approaches. A research agenda to guide future health care service research is also provided.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD , 2017. Vol. 28, no 1
Keyword [en]
Value co-creation; Customer; Health care; Co-creation; Practices; Role
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-137109DOI: 10.1108/JOSM-01-2016-0018ISI: 000398073800001OAI: oai:DiVA.org:liu-137109DiVA: diva2:1093226
Available from: 2017-05-05 Created: 2017-05-05 Last updated: 2017-05-05

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CiteExportLink to record
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Citation style
  • apa
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Language
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Output format
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