VALUE CO-CREATION IN HEALTHCARE SERVICE
A Systematic Literature Review
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Keywords:
value co-creation, healthcare, systematic literature review
Abstract
Value co-creation is crucial in business services as well as in healthcare services to enhance patient satisfaction. Active patient participation in value co-creation is critical in creating better and highly competitive services. Value co-creation can be achieved by interacting with healthcare providers and patients using integrated resources. Although research on the value of co-creation in healthcare has garnered attention, little effort has been made to systematically review the context of co-creation and the actors involved. This study aims to better understand value co-creation in healthcare from a management and business perspective. The research identifies the context of value co-creation, the actors involved, the theories adopted, the driving factors, the benefits, and the challenges faced. The Systematic Literature Review (SLR) method is used in this study, where 23 articles are identified and analyzed to answer a series of predetermined research questions. The article search was conducted using Harzing's Publish or Perish in 2022. The findings indicate that value co-creation benefits hospitals through competitive advantage, cost efficiency, profitability, and improved service quality. For patients, the perceived benefits include social experiences, patient centrality, and a better health community system.
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References
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Ahmed, Y. A., Ahmad, M. N., Ahmad, N., & Zakaria, N. H. (2019). Social media for knowledge-sharing: A systematic literature review. Telematics and Informatics, 37(October 2017), 72–112. https://doi.org/10.1016/j.tele.2018.01.015
Akter, S., Babu, M. M., Hossain, M. A., & Hani, U. (2022). Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare. Journal of Business Research, 140(October 2020), 95–106. https://doi.org/10.1016/j.jbusres.2021.11.077
Akter, S., Wamba, S. F., & D’Ambra, J. (2019). Enabling a transformative service system by modeling quality dynamics. International Journal of Production Economics, 207, 210–226. https://doi.org/10.1016/j.ijpe.2016.08.025
Alahmari, N., Alswedani, S., Alzahrani, A., Katib, I., Albeshri, A., & Mehmood, R. (2022). Musawah: A Data-Driven AI Approach and Tool to Co-Create Healthcare Services With a Case Study on Cancer Disease in Saudi Arabia. Sustainability, 14(6), 3313. https://doi.org/10.3390/su14063313
Andersson, P., & Rosenqvist, C. (2007). Mobile innovations in healthcare : customer involvement and the co-creation of value Per Andersson * and Christopher Rosenqvist Omid Ashrafi. International Journal of Mobile Communications, 5(4), 371–388. http://inderscience.metapress.com/index/BABAR88A0TAYC2G9.pdf
Bagayogo, F., Lapointe, L., Ramaprasad, J., & Vedel, I. (2014). Co-creation of knowledge in healthcare: A study of social media usage. Proceedings of the Annual Hawaii International Conference on System Sciences, 626–635. https://doi.org/10.1109/HICSS.2014.84
Balta, M., Valsecchi, R., Papadopoulos, T., & Bourne, D. J. (2021). Digitalization and co-creation of healthcare value: A case study in Occupational Health. Technological Forecasting and Social Change, 168(March), 120785. https://doi.org/10.1016/j.techfore.2021.120785
Best, B. (2019). Stakeholder salience in public sector value co-creation. Public Management Review, 21(11), 1707–1732. https://doi.org/10.1080/14719037.2019.1619809
Bhimani, H., Mention, A. L., & Barlatier, P. J. (2019). Social Media and Innovation: A Systematic Literature Review and Future Research Directions. Technological Forecasting and Social Change, 144(November 2017), 251–269. https://doi.org/10.1016/j.techfore.2018.10.007
Blazevic, V., & Lievens, A. (2008). Managing innovation through customer coproduced knowledge in electronic services: An exploratory study. Journal of the Academy of Marketing Science, 36(1), 138–151. https://doi.org/10.1007/s11747-007-0064-y
Bordian, M., & Saura, I. G. (2021). Do IMC and Ecological Knowledge Drive Value Co-Creation? The New Way to Loyalty in Hospitality. Sustainability, 13(19), 10785. https://doi.org/10.3390/su131910785
Chakraborty, S. (2018). Enablers of co-creation in hospital-supplier relationships: empirical study in Indian healthcare context. Supply Chain Forum, 19(4), 331–352. https://doi.org/10.1080/16258312.2018.1503921
Chakraborty, S., & Dobrzykowski, D. (2014). Examining value co-creation in healthcare purchasing: A supply chain view. Business: Theory and Practice, 15(2), 179–190. https://doi.org/10.3846/btp.2014.18
Chen, Y. W. (2020). Sustainable value co-creation in the virtual community: How diversified co-creation experience affects co-creation intention. International Journal of Environmental Research and Public Health, 17(22), 1–14. https://doi.org/10.3390/ijerph17228497
Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: A social construction approach. Journal of the Academy of Marketing Science, 39(2), 327–339. https://doi.org/10.1007/s11747-010-0200-y
Ge, Y., & Miao, J. (2021). Service Value Co-Creation in Digital Platform Business: A Case of Xianyu Idle Trading Platform. Sustainability, 13(20), 11296. https://doi.org/10.3390/su132011296
Gill, L., White, L., & Cameron, I. D. (2011). Service co-creation in community-based aged healthcare. Managing Service Quality, 21(2), 152–177. https://doi.org/10.1108/09604521111113447
Grönroos, C., & Ravald, A. (2011). Service as business logic: Implications for value creation and marketing. Journal of Service Management, 22(1), 5–22. https://doi.org/10.1108/09564231111106893
Hara, T., Tsuru, S., & Yasui, S. (2022). A Mathematical Model of Value Co-Creation Dynamics Using a Leverage Mechanism. Sustainability, 14(11), 6531. https://doi.org/10.3390/su14116531
Hau, L. N., & Thuy, P. N. (2021). Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare. Service Business, 0123456789. https://doi.org/10.1007/s11628-021-00451-y
Heutger, M., & Kückelhaus, M. (2017). Sharing Economy Logistics. In Deutscher Bundestag. https://doi.org/10.1002/wilm.10641
Kaneyama, I., & Shirahada, K. (2022). Eudemonic Servicescapes: Value Co-Creation in Karate Dojos. Sustainability, 14(23), 15920. https://doi.org/10.3390/su142315920
Keeling, D. I., Keeling, K., de Ruyter, K., & Laing, A. (2021). How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions. Journal of the Academy of Marketing Science, 49(2), 236–257. https://doi.org/10.1007/s11747-020-00737-z
Kim, J. (2019). Customers' value co-creation with healthcare service network partners: The moderating effect of consumer vulnerability. Journal of Service Theory and Practice, 29(3), 309–328. https://doi.org/10.1108/JSTP-08-2018-0178
Leclercq, T., Hammedi, W., & Poncin, I. (2016). Ten years of value co-creation: An integrative review. Recherche et Applications En Marketing, I(35), 1–35. https://doi.org/10.1177/2051570716650172
Lee, D. (2019). Effects of key-value co-creation elements in the healthcare system: focusing on technology applications. Service Business, 13(2), 389–417. https://doi.org/10.1007/s11628-018-00388-9
Leone, D., Schiavone, F., Appio, F. P., & Chiao, B. (2021). How does artificial intelligence enable and enhance value co-creation in industrial markets? An exploratory case study in the healthcare ecosystem. Journal of Business Research, 129(March 2019), 849–859. https://doi.org/10.1016/j.jbusres.2020.11.008
Lin, X., & Kishore, R. (2021). Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes. Technological Forecasting and Social Change, 166(January), 120574. https://doi.org/10.1016/j.techfore.2021.120574
McColl-Kennedy, J. R., Hogan, S. J., Witell, L., & Snyder, H. (2017). Cocreative customer practices: Effects of health care customer value co-creation practices on well-being. Journal of Business Research, 70, 55–66. https://doi.org/10.1016/j.jbusres.2016.07.006
McColl-Kennedy, J. R., Snyder, H., Elg, M., Witell, L., Helkkula, A., Hogan, S. J., & Anderson, L. (2017). The changing role of the health care customer: review, synthesis and research agenda. Journal of Service Management, 28(1), 2–33. https://doi.org/10.1108/JOSM-01-2016-0018
Moretta Tartaglione, A., Cavacece, Y., Cassia, F., & Russo, G. (2018). The excellence of patient-centered healthcare: Investigating the links between empowerment, co-creation and satisfaction. TQM Journal, 30(2), 153–167. https://doi.org/10.1108/TQM-11-2017-0138
Moro-Visconti, R. (2021). Networking Digital Platforms and Healthcare Project Finance Bankability. Sustainability, 13(9), 5061. https://doi.org/10.3390/su13095061
Nyende, H. (2018). The role of technology in value co-creation of maternal healthcare: A service-dominant logic perspective. 26th European Conference on Information Systems: Beyond Digitization - Facets of Socio-Technical Change, ECIS 2018, June.
Osei-Frimpong, K., Wilson, A., & Lemke, F. (2018). Patient co-creation activities in healthcare service delivery at the micro level: The influence of online access to healthcare information. Technological Forecasting and Social Change, 126, 14–27. https://doi.org/10.1016/j.techfore.2016.04.009
Osei-Frimpong, K., Wilson, A., & Owusu-Frimpong, N. (2015). Service experiences and dyadic value co-creation in healthcare service delivery: A CIT approach. Journal of Service Theory and Practice, 25(4), 443–462. https://doi.org/10.1108/JSTP-03-2014-0062
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249
Ranjan, K. R., & Read, S. (2016). Value co-creation : concept and measurement. Journal of the Academy of Marketing Science, 44, 290–315. https://doi.org/10.1007/s11747-014-0397-2
Schiavone, F., Leone, D., Sorrentino, A., & Scaletti, A. (2020). Re-designing the service experience in the value co-creation process: an exploratory study of a healthcare network. Business Process Management Journal, 26(4), 889–908. https://doi.org/10.1108/BPMJ-11-2019-0475
Schiavone, F., Mancini, D., Leone, D., & Lavorato, D. (2021). Digital business models and ridesharing for value co-creation in healthcare: A multi-stakeholder ecosystem analysis. Technological Forecasting and Social Change, 166, 120647. https://doi.org/https://doi-org.ub.remotexs.co/10.1016/j.techfore.2021.120647
Shirazi, F., Wu, Y., Hajli, A., Zadeh, A. H., Hajli, N., & Lin, X. (2021). Value co-creation in online healthcare communities. Technological Forecasting and Social Change, 167(February), 120665. https://doi.org/10.1016/j.techfore.2021.120665
Stewart Loane, S., Webster, C. M., & D'Alessandro, S. (2014). Identifying Consumer Value Co-created through Social Support within Online Health Communities. Journal of Macromarketing, 35(3), 353–367. https://doi.org/10.1177/0276146714538055
Sukkird, V., & Shirahada, K. (2015). Technology challenges to healthcare service innovation in aging Asia: Case of value co-creation in emergency medical support system. Technology in Society, 43, 122–128. https://doi.org/10.1016/j.techsoc.2015.08.002
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015). Customer Effort in Value Co-creation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers. Journal of Service Research, 18(3), 318–335. https://doi.org/10.1177/1094670515572128
Tončinić, S., de Wildt-Liesveld, R., & Vrijhoef, H. J. M. (2020). Evaluation of a digital platform that engages stakeholders in the co-creation of healthcare innovations: A mixed-methods study. International Journal of Care Coordination, 23(1), 33–42. https://doi.org/10.1177/2053434520913578
Van Oerle, S., Lievens, A., & Mahr, D. (2018). Value co-creation in online healthcare communities: The impact of patients' reference frames on cure and care. Psychology and Marketing, 35(9), 629–639. https://doi.org/10.1002/mar.21111
Vargo, S. L., Akaka, M. A., & Vaughan, C. M. (2017). Conceptualizing Value: A Service-ecosystem View. Journal of Creating Value, 3(2), 117–124. https://doi.org/10.1177/2394964317732861
Vargo, S. L., & Lusch, R. F. (2004a). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1–17. http://www.jstor.org/stable/30161971
Vargo, S. L., & Lusch, R. F. (2004b). Service Dominant Logic (Vargo and Lusch 2004).
Verma, R., Gustafsson, A., Gustafsson, A., Kristensson, P., & Witell, L. (2012). Customer co-creation in service innovation: A matter of communication? Journal of Service Management, 23(3), 311–327. https://doi.org/10.1108/09564231211248426
Villaseñor, N., & Yagüe, M. J. (2021). Influence of Value Co-Creation on Virtual Community Brand Equity for Unichannel vs. Multichannel Users. Sustainability, 13(15), 8403. https://doi.org/10.3390/su13158403
Virlée, J. B., Hammedi, W., & van Riel, A. C. R. (2020). Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels. Journal of Service Theory and Practice, 30(3), 277–306. https://doi.org/10.1108/JSTP-07-2019-0154
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Ahmed, Y. A., Ahmad, M. N., Ahmad, N., & Zakaria, N. H. (2019). Social media for knowledge-sharing: A systematic literature review. Telematics and Informatics, 37(October 2017), 72–112. https://doi.org/10.1016/j.tele.2018.01.015
Akter, S., Babu, M. M., Hossain, M. A., & Hani, U. (2022). Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare. Journal of Business Research, 140(October 2020), 95–106. https://doi.org/10.1016/j.jbusres.2021.11.077
Akter, S., Wamba, S. F., & D’Ambra, J. (2019). Enabling a transformative service system by modeling quality dynamics. International Journal of Production Economics, 207, 210–226. https://doi.org/10.1016/j.ijpe.2016.08.025
Alahmari, N., Alswedani, S., Alzahrani, A., Katib, I., Albeshri, A., & Mehmood, R. (2022). Musawah: A Data-Driven AI Approach and Tool to Co-Create Healthcare Services With a Case Study on Cancer Disease in Saudi Arabia. Sustainability, 14(6), 3313. https://doi.org/10.3390/su14063313
Andersson, P., & Rosenqvist, C. (2007). Mobile innovations in healthcare : customer involvement and the co-creation of value Per Andersson * and Christopher Rosenqvist Omid Ashrafi. International Journal of Mobile Communications, 5(4), 371–388. http://inderscience.metapress.com/index/BABAR88A0TAYC2G9.pdf
Bagayogo, F., Lapointe, L., Ramaprasad, J., & Vedel, I. (2014). Co-creation of knowledge in healthcare: A study of social media usage. Proceedings of the Annual Hawaii International Conference on System Sciences, 626–635. https://doi.org/10.1109/HICSS.2014.84
Balta, M., Valsecchi, R., Papadopoulos, T., & Bourne, D. J. (2021). Digitalization and co-creation of healthcare value: A case study in Occupational Health. Technological Forecasting and Social Change, 168(March), 120785. https://doi.org/10.1016/j.techfore.2021.120785
Best, B. (2019). Stakeholder salience in public sector value co-creation. Public Management Review, 21(11), 1707–1732. https://doi.org/10.1080/14719037.2019.1619809
Bhimani, H., Mention, A. L., & Barlatier, P. J. (2019). Social Media and Innovation: A Systematic Literature Review and Future Research Directions. Technological Forecasting and Social Change, 144(November 2017), 251–269. https://doi.org/10.1016/j.techfore.2018.10.007
Blazevic, V., & Lievens, A. (2008). Managing innovation through customer coproduced knowledge in electronic services: An exploratory study. Journal of the Academy of Marketing Science, 36(1), 138–151. https://doi.org/10.1007/s11747-007-0064-y
Bordian, M., & Saura, I. G. (2021). Do IMC and Ecological Knowledge Drive Value Co-Creation? The New Way to Loyalty in Hospitality. Sustainability, 13(19), 10785. https://doi.org/10.3390/su131910785
Chakraborty, S. (2018). Enablers of co-creation in hospital-supplier relationships: empirical study in Indian healthcare context. Supply Chain Forum, 19(4), 331–352. https://doi.org/10.1080/16258312.2018.1503921
Chakraborty, S., & Dobrzykowski, D. (2014). Examining value co-creation in healthcare purchasing: A supply chain view. Business: Theory and Practice, 15(2), 179–190. https://doi.org/10.3846/btp.2014.18
Chen, Y. W. (2020). Sustainable value co-creation in the virtual community: How diversified co-creation experience affects co-creation intention. International Journal of Environmental Research and Public Health, 17(22), 1–14. https://doi.org/10.3390/ijerph17228497
Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: A social construction approach. Journal of the Academy of Marketing Science, 39(2), 327–339. https://doi.org/10.1007/s11747-010-0200-y
Ge, Y., & Miao, J. (2021). Service Value Co-Creation in Digital Platform Business: A Case of Xianyu Idle Trading Platform. Sustainability, 13(20), 11296. https://doi.org/10.3390/su132011296
Gill, L., White, L., & Cameron, I. D. (2011). Service co-creation in community-based aged healthcare. Managing Service Quality, 21(2), 152–177. https://doi.org/10.1108/09604521111113447
Grönroos, C., & Ravald, A. (2011). Service as business logic: Implications for value creation and marketing. Journal of Service Management, 22(1), 5–22. https://doi.org/10.1108/09564231111106893
Hara, T., Tsuru, S., & Yasui, S. (2022). A Mathematical Model of Value Co-Creation Dynamics Using a Leverage Mechanism. Sustainability, 14(11), 6531. https://doi.org/10.3390/su14116531
Hau, L. N., & Thuy, P. N. (2021). Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare. Service Business, 0123456789. https://doi.org/10.1007/s11628-021-00451-y
Heutger, M., & Kückelhaus, M. (2017). Sharing Economy Logistics. In Deutscher Bundestag. https://doi.org/10.1002/wilm.10641
Kaneyama, I., & Shirahada, K. (2022). Eudemonic Servicescapes: Value Co-Creation in Karate Dojos. Sustainability, 14(23), 15920. https://doi.org/10.3390/su142315920
Keeling, D. I., Keeling, K., de Ruyter, K., & Laing, A. (2021). How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions. Journal of the Academy of Marketing Science, 49(2), 236–257. https://doi.org/10.1007/s11747-020-00737-z
Kim, J. (2019). Customers' value co-creation with healthcare service network partners: The moderating effect of consumer vulnerability. Journal of Service Theory and Practice, 29(3), 309–328. https://doi.org/10.1108/JSTP-08-2018-0178
Leclercq, T., Hammedi, W., & Poncin, I. (2016). Ten years of value co-creation: An integrative review. Recherche et Applications En Marketing, I(35), 1–35. https://doi.org/10.1177/2051570716650172
Lee, D. (2019). Effects of key-value co-creation elements in the healthcare system: focusing on technology applications. Service Business, 13(2), 389–417. https://doi.org/10.1007/s11628-018-00388-9
Leone, D., Schiavone, F., Appio, F. P., & Chiao, B. (2021). How does artificial intelligence enable and enhance value co-creation in industrial markets? An exploratory case study in the healthcare ecosystem. Journal of Business Research, 129(March 2019), 849–859. https://doi.org/10.1016/j.jbusres.2020.11.008
Lin, X., & Kishore, R. (2021). Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes. Technological Forecasting and Social Change, 166(January), 120574. https://doi.org/10.1016/j.techfore.2021.120574
McColl-Kennedy, J. R., Hogan, S. J., Witell, L., & Snyder, H. (2017). Cocreative customer practices: Effects of health care customer value co-creation practices on well-being. Journal of Business Research, 70, 55–66. https://doi.org/10.1016/j.jbusres.2016.07.006
McColl-Kennedy, J. R., Snyder, H., Elg, M., Witell, L., Helkkula, A., Hogan, S. J., & Anderson, L. (2017). The changing role of the health care customer: review, synthesis and research agenda. Journal of Service Management, 28(1), 2–33. https://doi.org/10.1108/JOSM-01-2016-0018
Moretta Tartaglione, A., Cavacece, Y., Cassia, F., & Russo, G. (2018). The excellence of patient-centered healthcare: Investigating the links between empowerment, co-creation and satisfaction. TQM Journal, 30(2), 153–167. https://doi.org/10.1108/TQM-11-2017-0138
Moro-Visconti, R. (2021). Networking Digital Platforms and Healthcare Project Finance Bankability. Sustainability, 13(9), 5061. https://doi.org/10.3390/su13095061
Nyende, H. (2018). The role of technology in value co-creation of maternal healthcare: A service-dominant logic perspective. 26th European Conference on Information Systems: Beyond Digitization - Facets of Socio-Technical Change, ECIS 2018, June.
Osei-Frimpong, K., Wilson, A., & Lemke, F. (2018). Patient co-creation activities in healthcare service delivery at the micro level: The influence of online access to healthcare information. Technological Forecasting and Social Change, 126, 14–27. https://doi.org/10.1016/j.techfore.2016.04.009
Osei-Frimpong, K., Wilson, A., & Owusu-Frimpong, N. (2015). Service experiences and dyadic value co-creation in healthcare service delivery: A CIT approach. Journal of Service Theory and Practice, 25(4), 443–462. https://doi.org/10.1108/JSTP-03-2014-0062
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249
Ranjan, K. R., & Read, S. (2016). Value co-creation : concept and measurement. Journal of the Academy of Marketing Science, 44, 290–315. https://doi.org/10.1007/s11747-014-0397-2
Schiavone, F., Leone, D., Sorrentino, A., & Scaletti, A. (2020). Re-designing the service experience in the value co-creation process: an exploratory study of a healthcare network. Business Process Management Journal, 26(4), 889–908. https://doi.org/10.1108/BPMJ-11-2019-0475
Schiavone, F., Mancini, D., Leone, D., & Lavorato, D. (2021). Digital business models and ridesharing for value co-creation in healthcare: A multi-stakeholder ecosystem analysis. Technological Forecasting and Social Change, 166, 120647. https://doi.org/https://doi-org.ub.remotexs.co/10.1016/j.techfore.2021.120647
Shirazi, F., Wu, Y., Hajli, A., Zadeh, A. H., Hajli, N., & Lin, X. (2021). Value co-creation in online healthcare communities. Technological Forecasting and Social Change, 167(February), 120665. https://doi.org/10.1016/j.techfore.2021.120665
Stewart Loane, S., Webster, C. M., & D'Alessandro, S. (2014). Identifying Consumer Value Co-created through Social Support within Online Health Communities. Journal of Macromarketing, 35(3), 353–367. https://doi.org/10.1177/0276146714538055
Sukkird, V., & Shirahada, K. (2015). Technology challenges to healthcare service innovation in aging Asia: Case of value co-creation in emergency medical support system. Technology in Society, 43, 122–128. https://doi.org/10.1016/j.techsoc.2015.08.002
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015). Customer Effort in Value Co-creation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers. Journal of Service Research, 18(3), 318–335. https://doi.org/10.1177/1094670515572128
Tončinić, S., de Wildt-Liesveld, R., & Vrijhoef, H. J. M. (2020). Evaluation of a digital platform that engages stakeholders in the co-creation of healthcare innovations: A mixed-methods study. International Journal of Care Coordination, 23(1), 33–42. https://doi.org/10.1177/2053434520913578
Van Oerle, S., Lievens, A., & Mahr, D. (2018). Value co-creation in online healthcare communities: The impact of patients' reference frames on cure and care. Psychology and Marketing, 35(9), 629–639. https://doi.org/10.1002/mar.21111
Vargo, S. L., Akaka, M. A., & Vaughan, C. M. (2017). Conceptualizing Value: A Service-ecosystem View. Journal of Creating Value, 3(2), 117–124. https://doi.org/10.1177/2394964317732861
Vargo, S. L., & Lusch, R. F. (2004a). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1–17. http://www.jstor.org/stable/30161971
Vargo, S. L., & Lusch, R. F. (2004b). Service Dominant Logic (Vargo and Lusch 2004).
Verma, R., Gustafsson, A., Gustafsson, A., Kristensson, P., & Witell, L. (2012). Customer co-creation in service innovation: A matter of communication? Journal of Service Management, 23(3), 311–327. https://doi.org/10.1108/09564231211248426
Villaseñor, N., & Yagüe, M. J. (2021). Influence of Value Co-Creation on Virtual Community Brand Equity for Unichannel vs. Multichannel Users. Sustainability, 13(15), 8403. https://doi.org/10.3390/su13158403
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Published
2024-04-30
How to Cite
Purnami, N. M., & Nurcaya, I. N. (2024). VALUE CO-CREATION IN HEALTHCARE SERVICE: A Systematic Literature Review. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 18(2), 115 - 120. https://doi.org/10.26533/eksis.v18i2.1315
Section
Section Editor
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