Understanding value co-creation in complex services with many actors

• Tipo: Artigo em Revista Científica Internacional
• Data: 2014

Autores

Pinho, N (Autor) Outra; Gabriela Beirão (Autor) FEUP; Lia Patrício (Autor) FEUP; Fisk, RP (Autor) Outra

Revista

Título: Journal of Service Management

Vol. 25 Nº 4

Páginas: 470-493

ISSN: 1757-5818

Editora: Emerald

Indexação

ISI Web of Knowledge - 75 Citações

ISI Web of Science

Scopus - 116 Citações

Classificação Científica

FOS: Ciências da engenharia e tecnologias

Outras Informações

ID Authenticus: P-009-TMM

DOI: 10.1108/josm-02-2014-0055

Abstract (EN): Purpose - The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system. Design/methodology/approach - The paper describes a qualitative study based on Grounded Theory to understand value co-creation from multiple actors' perspectives in a National EHR Service Project: the Portuguese Health Data Platform. Findings - Study results enabled further development of the value co-creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co-creation concept by identifying its factors and outcomes, understanding how value co-creation factors and outcomes are interconnected, and understanding of how value co-creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies. Practical implications - The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co-create value. The study highlights the need for designing and managing services to co-create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co-creation interactions among different actors in the network. Originality/value - This study responds to the need for empirical research on value co-creation in many-to-many contexts and for operationalizing the value co-creation concept.

Idioma: Inglês

Tipo (Avaliação Docente): Científica

Nº de páginas: 24