IDEAS home Printed from https://ideas.repec.org/a/spr/joamsc/v49y2021i2d10.1007_s11747-020-00737-z.html
   My bibliography  Save this article

How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions

Author

Listed:
  • Debbie Isobel Keeling

    (University of Sussex Business School, University of Sussex)

  • Kathleen Keeling

    (University of Manchester)

  • Ko Ruyter

    (King’s Business School, King’s College London
    School of Marketing, UNSW Business School)

  • Angus Laing

    (Lancaster University Management School, Lancaster University)

Abstract

Complex services, such as healthcare, struggle to realize the benefits of value co-creation due to the substantial challenges of managing such services over the long-term. Key to overcoming these challenges to value co-creation is a profound understanding of dialogue (i.e., ‘quality of discourse’ facilitating shared meaning) during service interactions. Contributing to an emerging literature, we undertake a longitudinal, ethnographic study to assess dialogue between professionals and patients through the lens of dialogic engagement (i.e., iterative mutual learning processes that bring about action through dialogue). We develop and empirically support six dialogic co-creation and co-destruction mechanisms that impact on the resolution of tensions and integration of knowledge resources between service providers and consumers. We reveal the multidimensional and dynamic nature of value created or destroyed through these mechanisms in dialogue over time. Taking healthcare as an exemplar, we offer a research agenda for developing our understanding of DE in complex services.

Suggested Citation

  • Debbie Isobel Keeling & Kathleen Keeling & Ko Ruyter & Angus Laing, 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, Springer, vol. 49(2), pages 236-257, March.
    • Handle: RePEc:spr:joamsc:v:49:y:2021:i:2:d:10.1007_s11747-020-00737-z
    DOI: 10.1007/s11747-020-00737-z
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11747-020-00737-z
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11747-020-00737-z?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Avinash Malshe & Scott B. Friend, 2018. "Initiating value co-creation: Dealing with non-receptive customers," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 895-920, September.
    2. Razmdoost, Kamran & Alinaghian, Leila & Smyth, Hedley J., 2019. "Multiplex value cocreation in unique service exchanges," Journal of Business Research, Elsevier, vol. 96(C), pages 277-286.
    3. Bernadette Best & Sandra Moffett & Rodney McAdam, 2019. "Stakeholder salience in public sector value co-creation," Public Management Review, Taylor & Francis Journals, vol. 21(11), pages 1707-1732, November.
    4. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    5. Banoun, Arnaud & Dufour, Lucas & Andiappan, Meena, 2016. "Evolution of a service ecosystem: Longitudinal evidence from multiple shared services centers based on the economies of worth framework," Journal of Business Research, Elsevier, vol. 69(8), pages 2990-2998.
    6. McColl-Kennedy, Janet R. & Hogan, Suellen J. & Witell, Lars & Snyder, Hannah, 2017. "Cocreative customer practices: Effects of health care customer value cocreation practices on well-being," Journal of Business Research, Elsevier, vol. 70(C), pages 55-66.
    7. Arnaud Banoun & Lucas Dufour & Meena Andiappan, 2016. "Evolution of a service ecosystem: Longitudinal evidence from multiple shared services centers based on the economies of worth framework," Post-Print hal-02009135, HAL.
    8. Jan Bebbington & Judy Brown & Bob Frame & Ian Thomson, 2007. "Theorizing engagement: the potential of a critical dialogic approach," Accounting, Auditing & Accountability Journal, Emerald Group Publishing Limited, vol. 20(3), pages 356-381, June.
    9. Wendy Hardyman & Kate L. Daunt & Martin Kitchener, 2015. "Value Co-Creation through Patient Engagement in Health Care: A micro-level approach and research agenda," Public Management Review, Taylor & Francis Journals, vol. 17(1), pages 90-107, January.
    10. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Naletelich, Kelly & Ketron, Seth & Alejandro Gelves, J., 2023. "Curbing texting & driving with advertising co-creation," Journal of Business Research, Elsevier, vol. 156(C).
    2. Badra Sandamali Galdolage, 2021. "Barriers for Entering the Digital World: Exploring Customer Value Co-destruction in Self-Service Technologies," FIIB Business Review, , vol. 10(3), pages 276-289, September.
    3. Ko Ruyter & Debbie Isobel Keeling & Kirk Plangger & Matteo Montecchi & Maura L. Scott & Darren W. Dahl, 2022. "Reimagining marketing strategy: driving the debate on grand challenges," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 13-21, January.
    4. Razmdoost, Kamran & Alinaghian, Leila & Chandler, Jennifer D. & Mele, Cristina, 2023. "Service ecosystem boundary and boundary work," Journal of Business Research, Elsevier, vol. 156(C).
    5. Abhishek Borah & Francesca Bonetti & Angelito Calma & José Martí-Parreño, 2023. "The Journal of the Academy of Marketing Science at 50: A historical analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 222-243, January.
    6. Moriuchi, Emi, 2023. "Encouraging Respect?: Understanding consumers’ perspective on the two-way evaluation system in a sharing economy," Journal of Business Research, Elsevier, vol. 163(C).
    7. Dahl, Andrew J. & Peltier, James W. & Swan, Eric L., 2023. "Anticipatory value-in-use in early-stage digital health service transformations: How consumers assess value propositions before and after abrupt, exogenous shocks," Journal of Business Research, Elsevier, vol. 163(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Francesco Polese & Luca Carrubbo & Francesco Caputo & Debora Sarno, 2018. "Managing Healthcare Service Ecosystems: Abstracting a Sustainability-Based View from Hospitalization at Home (HaH) Practices," Sustainability, MDPI, vol. 10(11), pages 1-15, October.
    2. Thompson-Whiteside, Helen & Fletcher-Brown, Judith & Middleton, Karen & Turnbull, Sarah, 2023. "Emergence in emergency: How actors adapt to service ecosystem disruption," Journal of Business Research, Elsevier, vol. 162(C).
    3. Zhou, Dan & Yan, Tingting & Dai, Weiqi & Feng, Junzheng, 2021. "Disentangling the interactions within and between servitization and digitalization strategies: A service-dominant logic," International Journal of Production Economics, Elsevier, vol. 238(C).
    4. Francesco Polese & Antonio Botti & Mara Grimaldi & Antonella Monda & Massimiliano Vesci, 2018. "Social Innovation in Smart Tourism Ecosystems: How Technology and Institutions Shape Sustainable Value Co-Creation," Sustainability, MDPI, vol. 10(1), pages 1-24, January.
    5. Mele, Cristina & Tuominen, Tiina & Edvardsson, Bo & Reynoso, Javier, 2023. "Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics," Journal of Business Research, Elsevier, vol. 159(C).
    6. Lusch, Robert F. & Vargo, Stephen L. & Gustafsson, Anders, 2016. "Fostering a trans-disciplinary perspectives of service ecosystems," Journal of Business Research, Elsevier, vol. 69(8), pages 2957-2963.
    7. Alessia Anzivino & Marta Galli & Roberta Sebastiani, 2021. "Addressing Tensions and Paradoxes in Sustainable Wine Industry: The Case of the Association “Le Donne Del Vino”," Sustainability, MDPI, vol. 13(8), pages 1-19, April.
    8. Peltier, James W. & Dahl, Andrew J. & Swan, Eric L., 2020. "Digital information flows across a B2C/C2C continuum and technological innovations in service ecosystems: A service-dominant logic perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 724-734.
    9. McColl-Kennedy, Janet R. & Cheung, Lilliemay & Coote, Leonard V., 2020. "Tensions and trade-offs in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 655-666.
    10. Razmdoost, Kamran & Alinaghian, Leila & Smyth, Hedley J., 2019. "Multiplex value cocreation in unique service exchanges," Journal of Business Research, Elsevier, vol. 96(C), pages 277-286.
    11. Yao Wu & Satish Nambisan & Jinghua Xiao & Kang Xie, 2022. "Consumer resource integration and service innovation in social commerce: the role of social media influencers," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 429-459, May.
    12. van Tonder, Estelle & Saunders, Stephen Graham & Farquhar, Jillian Dawes, 2020. "Explicating the resource integration process during self-service socialisation: Conceptual framework and research propositions," Journal of Business Research, Elsevier, vol. 121(C), pages 516-523.
    13. Qinhai Ma & Mengyi Li & Guanghui Shi & Tianshu Zhou, 2023. "The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic," SN Business & Economics, Springer, vol. 3(11), pages 1-22, November.
    14. D’Arco, Mario & Lo Presti, Letizia & Marino, Vittoria & Maggiore, Giulio, 2021. "Is sustainable tourism a goal that came true? The Italian experience of the Cilento and Vallo di Diano National Park," Land Use Policy, Elsevier, vol. 101(C).
    15. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
    16. XinMei Ye & Hira Batool & Shi-Zheng Huang, 2023. "The effect of e-commerce livestreaming services on customer loyalty: a test of the chain mediation model," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-21, December.
    17. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.
    18. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
    19. Dahl, Andrew J. & Milne, George R. & Peltier, James W., 2021. "Digital health information seeking in an omni-channel environment: A shared decision-making and service-dominant logic perspective," Journal of Business Research, Elsevier, vol. 125(C), pages 840-850.
    20. Mizan Rahman & Sunny Bose & Mujahid Mohiuddin Babu & Bidit Lal Dey & Sanjit Kumar Roy & Ben Binsardi, 2019. "Value Co-Creation as a Dialectical Process: Study in Bangladesh and Indian Province of West Bengal," Information Systems Frontiers, Springer, vol. 21(3), pages 527-545, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joamsc:v:49:y:2021:i:2:d:10.1007_s11747-020-00737-z. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.