Customer Value Dimensions in E-Healthcare Services: Lessons from Finland

Kirsti Lindberg-Repo and Apramey Dube
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Kirsti Lindberg-Repo: Faculty of Business Studies and Marketing, University of Vaasa, Vaasa, Finland
Apramey Dube: Centre for Relationship Marketing and Service Management (CERS), Department of Marketing, Hanken School of Economics, Helsinki, Finland

International Journal of E-Services and Mobile Applications (IJESMA), 2015, vol. 7, issue 4, 17-29

Abstract: Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome of e-healthcare service (‘What'), 2) The process of e-healthcare service (‘How'), 3) The responsiveness and temporal aspect of e-healthcare service (‘When'), and, 4) The location of e-healthcare service provision (‘Where'). The value dimensions reflect customer expectations that service providers can fulfill for improved customer value creation. To the best of the authors' knowledge, this study is one of the first researches to investigate customer value dimensions in e-healthcare services in Finland.

Date: 2015
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