Dynamic customer value cocreation in healthcare

Tracey S. Danaher, Peter J. Danaher, Jillian C. Sweeney, Janet R. McColl-Kennedy

Research output: Contribution to journalArticleResearchpeer-review

9 Citations (Scopus)

Abstract

In managing a chronic illness, customers have the opportunity to play an active role in their healthcare—by cocreating value. For example, customers can adhere to medical advice, seek out information about their condition(s), manage their diet, and interact with family and friends. Moreover, across an extended treatment period, customers may dynamically adjust their level of value cocreation. In this study, we examine 307 healthcare customers receiving treatment for cancer, with 12 value cocreation activities tracked longitudinally over 4 survey waves. Using a hidden Markov model, we reveal three latent states of customer value cocreation: low, moderate, and high. We then determine which of the 12 value cocreation activities are most strongly associated with transitions among cocreation states. Finally, we show that transitioning to a cocreation state with a higher level of cocreation activity positively correlates with customer and marketing outcomes, including customer quality of life and satisfaction. Our findings show that an increase in six cocreation activities—actively sharing information, compliance with medical requirements, interacting with staff, maintaining a healthy diet, interacting with others who receive treatment, and maintaining a good physical appearance—yields positive gains for both customer and marketing outcomes. In contrast, an increase in emotion regulation negatively affects customer outcomes.

Original languageEnglish
Pages (from-to)177-193
Number of pages17
JournalJournal of Service Research
Volume27
Issue number2
DOIs
Publication statusPublished - May 2024

Keywords

  • chronic disease
  • customer experience
  • customer satisfaction
  • customer value cocreation
  • healthcare
  • hidden Markov model
  • longitudinal analysis
  • patients
  • quality of life
  • service quality
  • value cocreation
  • well-being

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