Journal article
Transforming health-care service through consumer co-creation: directions for service design
The Journal of services marketing, Vol.38(3), pp.326-343
29/02/2024
Appears in Recent Faculty of Health Publications
Metrics
1 Record Views
Abstract
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 (c) 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.
Co-creation, Integrative literature review, Health services, Social value, Health consumer, Collaborative innovation,
Consumer vulnerability
Details
- Title
- Transforming health-care service through consumer co-creation: directions for service design
- Creators
- Joan Carlini - Griffith UniversityRachel Muir - Griffith UniversityAnnette McLaren-Kennedy - Griffith UniversityLaurie Grealish - Gold Coast Hospital and Health Service (Gold Coast, Queensland)
- Publication Details
- The Journal of services marketing, Vol.38(3), pp.326-343
- Publisher
- Emerald Group Publishing
- Number of pages
- 18
- Grant note
- This study was funded by a Griffith University Business School Grant.
- Identifiers
- 991013317612502368
- Copyright
- © Emerald Publishing Limited.
- Academic Unit
- Faculty of Health
- Language
- English
- Resource Type
- Journal article