Cocreative customer practices: effects of health care customer value cocreation practices on well-being

McColl-Kennedy, Janet R., Hogan, Suellen J., Witell, Lars and Snyder, Hannah (2016) Cocreative customer practices: effects of health care customer value cocreation practices on well-being. Journal of Business Research, . doi:10.1016/j.jbusres.2016.07.006


Author McColl-Kennedy, Janet R.
Hogan, Suellen J.
Witell, Lars
Snyder, Hannah
Title Cocreative customer practices: effects of health care customer value cocreation practices on well-being
Journal name Journal of Business Research   Check publisher's open access policy
ISSN 0148-2963
1873-7978
Publication date 2016
Year available 2016
Sub-type Article (original research)
DOI 10.1016/j.jbusres.2016.07.006
Open Access Status Not Open Access
Total pages 12
Place of publication New York, NY, United States
Publisher Elsevier
Collection year 2017
Language eng
Abstract 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.
Keyword Service marketing
Health
Well-being
Customer practices
Value cocreation practices
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: HERDC Pre-Audit
UQ Business School Publications
 
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Created: Thu, 04 Aug 2016, 14:36:15 EST by Hannah Snyder on behalf of UQ Business School