Service Design for Value Networks: Enabling Value Cocreation Interactions in Healthcare

Lia Patrício (), Nelson Figueiredo de Pinho (), Jorge Grenha Teixeira () and Raymond P. Fisk ()
Additional contact information
Lia Patrício: INESC TEC, Faculty of Engineering, University of Porto, 4200 Porto, Portugal
Nelson Figueiredo de Pinho: Microsoft Portugal, 1990-110 Lisboa, Portugal
Jorge Grenha Teixeira: INESC TEC, Faculty of Engineering, University of Porto, 4200 Porto, Portugal
Raymond P. Fisk: Department of Marketing, McCoy College of Business Administration, Texas State University, San Marcos, Texas 78666

Service Science, 2018, vol. 10, issue 1, 76-97

Abstract: In the increasingly complex service environment, value is cocreated through webs of interactions between provider networks and customer networks. This is evident in healthcare services, where well-being can be achieved only through the joint efforts of professional healthcare networks and patient networks. Addressing the challenge of creating network-level services, the service design for value networks (SD4VN) method designs services as enablers of many-to-many value cocreating interactions among network actors. By integrating previous research on value networks and service design, SD4VN develops a process and a set of models beyond supporting dyadic (customer–service provider) interactions to understanding the interrelated activities, interactions, and goals of network actors and designing services to support the different actors in reaching their goals with balanced centricity. Following a design science research approach, this paper presents the SD4VN method and reports on a case application of the method used to design the Portuguese national electronic health record service Plataforma de Dados da Saúde (PDS). The case application involved focus groups, in-depth interviews, and participatory design sessions with over 170 participants at different service design stages, showing the importance of designing a balanced, integrated service. The case application also shows how SD4VN can support a wider adoption of the service and improve the health service system.

Keywords: service design; value cocreation; value networks; healthcare services; health information systems; electronic health records (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
https://doi.org/10.1287/serv.2017.0201 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:10:y:2018:i:1:p:76-97

Access Statistics for this article

More articles in Service Science from INFORMS Contact information at EDIRC.
Bibliographic data for series maintained by Chris Asher ().