Kofi Osei-Frimpong

Service experiences and dyadic value cocreation in healthcare service delivery: a CIT approach

Purpose – The purpose of this paper is to investigate value co-creation processes from the focal dyad of the patient and the physician and how their experiences in the consulting room affect the value that is created. Design/methodology/approach – Semi-structured interviews incorporating the critical incident technique (CIT) were conducted with 8 doctors and 24 outpatients in selected hospitals in Ghana, exploring their experiences during their encounter in the service delivery impacting on the value creating healthcare opportunities. An abductive and thematic analytical approach was used to identify 76 useable critical incidents that had clear consequences on both the outcome of the service and the service experiences of the patient. Findings – The study reveals three critical areas needed to support the value co-creation process and respective elements or activities to be considered during the service encounter. The critical areas comprise of the social context, beliefs and perceptions, and partnership ...

Patient participatory behaviours in healthcare service delivery: Self-determination theory (SDT) perspective

Purpose The purpose of this paper is to deepen the understanding on patient participatory behaviours in co-creation of value drawing from the perspective of self-determination theory (SDT) focussing on motivation in particular. Design/methodology/approach A model is proposed to suggest the influence of the various motivation types on a patient’s participatory behaviours drawing from SDT. Following survey design approach, data collected from 345 outpatients from a quasi-government health facility in Accra, Ghana are examined through structural equation modelling using SmartPLS (v. 3.2.3). Findings The findings reveal that patient participatory behaviours are influenced by both controlled and autonomous regulations leading to value attainment. External regulation (a more controlled form of extrinsic motivation) and patient participation in clinical encounters have no significant relationship with a patient’s commitment to compliance with medical instructions. The results reveal patient compliance is largely driven by autonomous regulation as proposed by SDT. However, active patient participation in clinical encounters and commitment to compliance with medical instructions positively and significantly influences perceived value outcomes. Research limitations/implications This research provides empirical evidence in support of understanding patient participatory behaviours in healthcare service delivery by testing theoretically grounded hypotheses developed from SDT perspective. The study focussed on outpatients from one quasi-government health facility, which could limit the generalisation of the findings reported. Practical implications This study illustrates the need for service providers to understand participant’s needs and motivation during the service encounter. This is essential as the various types of motivation influence the nature of the participation throughout the process, which could help improve on the value outcomes from the service. Originality/value This study makes a significant contribution to service literature through the application of SDT to explain patient participatory behaviours in healthcare service delivery, production and value outcomes. From a theoretical perspective, the developed model integrates multiple research disciplines (e.g. SDT, participatory behaviours, and value co-creation) and extends research on patient integration, participation, and compliance.

Examining satisfaction with the experience during a live chat service encounter-implications for website providers

This paper furthers our understanding of online customer support with regard to online live chat systems. Online live chat systems allow customers to seek service related information from an organisation via online-based synchronous media with a human service representative who provides answers through such media. With use of a web-based survey involving 302 respondents of real-life live chat service experiences with mobile phone network providers in the UK and through the use of structural equation modelling, the aim of this research is to understand the variables capable of influencing a customers satisfaction with their experience during an online live chat service encounter. The results indicate the importance of service quality, information quality and system quality variables influencing satisfaction with the experience, while such influence is dependent on the purpose of use. Additionally, the results outline the role of emoticons, presence of service reps picture, automated canned responses and the presence of response time estimations in moderating the influence of service quality, information quality and system quality variables on satisfaction with the experience. Service, information & system quality influence satisfaction with chat experience.Variables influencing the experience are dependent on purpose of using live chat.Emoticons can influence a positive experience during a live chat discussion.A Service reps use of automated responses does not influence the experience.

Value Co-Creation in Health Care: A Phenomenological Examination of the Doctor-Patient Encounter

ABSTRACT Considering the increasing conceptualization of value co-creation, this study seeks to empirically understand the value co-creation process through a phenomenological approach to further understand the doctor-patient encounter process leading to value outcomes in a public healthcare context. Three key thematic areas of the co-creation process were identified: the encounter process, consumption experience, and value outcomes. The findings reveal the importance of trust, role clarity, and actor experiences in clinical encounters. Both actors placed emphasis on the emotional, cognitive, social, and behavioral responses in encounters that consequently affect their value outcomes that include receiving treatment, getting well, improved well-being, improved compliance, reduced visits to health facilities, and enhanced service engagement between the actors. This study contributes to these dyadic interactions to gain comprehensive knowledge of how these encounter processes and experiences are perceived by the actors to influence the effectiveness of public and professional services.