The role of customer operant resources in health care value creation

Le Nguyen Hau ()
Additional contact information
Le Nguyen Hau: Ho Chi Minh City University of Technology, VNU-HCM

Service Business, 2019, vol. 13, issue 3, No 2, 457-478

Abstract: Abstract Service-dominant logic advocates that customers co-create value with a firm by contributing operant resources. However, do their operant resources contribute to improving the co-created value, or are they just a must? To address this question, this research investigates the effect of different components of customer operant resource on different forms of customer value in the context of health care service. A structural model was developed and tested using a sample of 409 outpatients in Vietnam. Results show that customer’s social and cultural resources (but not physical resource) have significant effects on process value, while social, cultural, and physical resources have significant effects on outcome value. Among the three forms of operant resource, social resource is found to have the strongest effect on both process and outcome values. In addition, the relative effects of each form of operant resource on process and outcome values change when customers become more familiar to the service. Finally, both process and outcome values explain an essential part of the positive word-of-mouth behavior. Theoretical and managerial implications have then been discussed.

Keywords: Customer operant resources; Health care service; Value co-creation; Vietnam (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (8)

Downloads: (external link)
http://link.springer.com/10.1007/s11628-018-00391-0 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

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:spr:svcbiz:v:13:y:2019:i:3:d:10.1007_s11628-018-00391-0

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-018-00391-0

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().