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Cocreative customer practices: Effects of health care customer value cocreation practices on well-being
Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..ORCID iD: 0000-0003-1536-1194
Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center.ORCID iD: 0000-0002-6589-8662
Univ Queensland, UQ Business Sch, Brisbane, Qld 4072, Australia..ORCID iD: 0000-0002-6604-2727
2017 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 70, 55-66 p.Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Elsevier, 2017. Vol. 70, 55-66 p.
Keyword [en]
Service marketing, Health, Well-being, Customer practices, Value cocreation practices
National Category
Economics and Business
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-48199DOI: 10.1016/j.jbusres.2016.07.006ISI: 000388053500006OAI: oai:DiVA.org:kau-48199DiVA: diva2:1084092
Available from: 2017-03-23 Created: 2017-03-23 Last updated: 2017-03-23Bibliographically approved

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McColl-Kennedy, Janet R.Witell, LarsSnyder, Hannah
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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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More styles
Language
  • de-DE
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More languages
Output format
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