IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v70y2017icp55-66.html
   My bibliography  Save this article

Cocreative customer practices: Effects of health care customer value cocreation practices on well-being

Author

Listed:
  • McColl-Kennedy, Janet R.
  • Hogan, Suellen J.
  • Witell, Lars
  • Snyder, Hannah

Abstract

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.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:70:y:2017:i:c:p:55-66
    DOI: 10.1016/j.jbusres.2016.07.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296316304842
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2016.07.006?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. Bissell, Paul & May, Carl R. & Noyce, Peter R., 2004. "From compliance to concordance: barriers to accomplishing a re-framed model of health care interactions," Social Science & Medicine, Elsevier, vol. 58(4), pages 851-862, February.
    2. Anderson, Laurel & Ostrom, Amy L. & Corus, Canan & Fisk, Raymond P. & Gallan, Andrew S. & Giraldo, Mario & Mende, Martin & Mulder, Mark & Rayburn, Steven W. & Rosenbaum, Mark S. & Shirahada, Kunio & W, 2013. "Transformative service research: An agenda for the future," Journal of Business Research, Elsevier, vol. 66(8), pages 1203-1210.
    3. Camacho, N.M.A. & de Jong, M.G. & Stremersch, S., 2014. "The Effect of Customer Empowerment on Adherence to Expert Advice," ERIM Report Series Research in Management ERS-2014-005-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    4. Singh, Jagdip & Cuttler, Leona & Silvers, J. B., 2004. "Toward understanding consumers' role in medical decisions for emerging treatments: Issues, framework and hypotheses," Journal of Business Research, Elsevier, vol. 57(9), pages 1054-1065, September.
    5. Hoch, Stephen J & Loewenstein, George F, 1991. "Time-Inconsistent Preferences and Consumer Self-Control," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 492-507, March.
    6. Bandura, Albert, 1991. "Social cognitive theory of self-regulation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 248-287, December.
    7. Leisen, Birgit & Hyman, Michael R., 2004. "Antecedents and consequences of trust in a service provider: The case of primary care physicians," Journal of Business Research, Elsevier, vol. 57(9), pages 990-999, September.
    8. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
    9. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    10. Stremersch, Stefan, 2008. "Health and marketing: The emergence of a new field of research," International Journal of Research in Marketing, Elsevier, vol. 25(4), pages 229-233.
    11. Camacho, Nuno & De Jong, Martijn & Stremersch, Stefan, 2014. "The effect of customer empowerment on adherence to expert advice," International Journal of Research in Marketing, Elsevier, vol. 31(3), pages 293-308.
    Full references (including those not matched with items on IDEAS)

    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. Prigge, Jana-Kristin & Dietz, Beatrix & Homburg, Christian & Hoyer, Wayne D. & Burton, Jennifer L., 2015. "Patient empowerment: A cross-disease exploration of antecedents and consequences," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 375-386.
    2. Mifsud, Matthieu & Molines, Mathieu & Cases, Anne-Sophie & N'Goala, Gilles, 2019. "It's MY health care program: Enhancing patient adherence through psychological ownership," Social Science & Medicine, Elsevier, vol. 232(C), pages 307-315.
    3. Carlson, Keith & Kopalle, Praveen K. & Riddell, Allen & Rockmore, Daniel & Vana, Prasad, 2023. "Complementing human effort in online reviews: A deep learning approach to automatic content generation and review synthesis," International Journal of Research in Marketing, Elsevier, vol. 40(1), pages 54-74.
    4. Bernhard Swoboda & Carolina Sinning, 2021. "Endorsement of Global Product Brands by Global Corporate Brands – A Consumer Perspective Across Nations," Management International Review, Springer, vol. 61(4), pages 563-598, August.
    5. Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
    6. Dewitte, Siegfried, 2013. "From willpower breakdown to the breakdown of the willpower model – The symmetry of self-control and impulsive behavior," Journal of Economic Psychology, Elsevier, vol. 38(C), pages 16-25.
    7. Osei-Frimpong, Kofi & McLean, Graeme & Wilson, Alan & Lemke, Fred, 2020. "Customer coproduction in healthcare service delivery: Examining the influencing effects of the social context," Journal of Business Research, Elsevier, vol. 120(C), pages 82-93.
    8. Fatima, Johra Kayeser & Di Mascio, Rita & Sharma, Piyush, 2020. "Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    9. Althuizen, Niek & Osburg, Victoria-Sophie, 2023. "Understanding and managing the Self-Wise during a healthcare crisis," Social Science & Medicine, Elsevier, vol. 334(C).
    10. Swoboda, Bernhard & Sinning, Carolina, 2020. "How country development and national culture affect the paths of perceived brand globalness to consumer behavior across nations," Journal of Business Research, Elsevier, vol. 118(C), pages 58-73.
    11. Das, Gopal & Agarwal, James & Malhotra, Naresh K. & Varshneya, Geetika, 2019. "Does brand experience translate into brand commitment?: A mediated-moderation model of brand passion and perceived brand ethicality," Journal of Business Research, Elsevier, vol. 95(C), pages 479-490.
    12. Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
    13. Emmanuel W. Ayaburi & James Wairimu & Francis Kofi Andoh-Baidoo, 2019. "Antecedents and Outcome of Deficient Self-Regulation in Unknown Wireless Networks Use Context: An Exploratory Study," Information Systems Frontiers, Springer, vol. 21(6), pages 1213-1229, December.
    14. Krisjanous, Jayne & Maude, Robyn, 2014. "Customer value co-creation within partnership models of health care: an examination of the New Zealand Midwifery Partnership Model," Australasian marketing journal, Elsevier, vol. 22(3), pages 230-237.
    15. Camille Vansimaeys & Lamya Benamar & Christine Balagué, 2021. "Digital health and management of chronic disease: A multimodal technologies typology," International Journal of Health Planning and Management, Wiley Blackwell, vol. 36(4), pages 1107-1125, July.
    16. Md. Emam Hossain & Subarna Biswas, 2024. "Technology acceptance model for understanding consumer’s behavioral intention to use artificial intelligence based online shopping platforms in Bangladesh," SN Business & Economics, Springer, vol. 4(12), pages 1-61, December.
    17. Moon, Sangkil & Kamakura, Wagner A., 2017. "A picture is worth a thousand words: Translating product reviews into a product positioning map," International Journal of Research in Marketing, Elsevier, vol. 34(1), pages 265-285.
    18. Helen Si Wang & Chi Kin (Bennett) Yim, 2019. "Effects of dominance transitions on advice adherence in professional service conversations," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 919-938, September.
    19. Stefan Stremersch & Jorge Gonzalez & Albert Valenti & Julian Villanueva, 2023. "The value of context-specific studies for marketing," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 50-65, January.
    20. Shirazi, Farid & Wu, Yun & Hajli, Ali & Zadeh, Arash H. & Hajli, Nick & Lin, Xiaolin, 2021. "Value co-creation in online healthcare communities," Technological Forecasting and Social Change, Elsevier, vol. 167(C).

    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:eee:jbrese:v:70:y:2017:i:c:p:55-66. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    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.