Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery: An Internal Customer Perspective

Shefali Srivastava
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Shefali Srivastava: Asia-Pacific Institute of Management, India

International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2021, vol. 12, issue 1, 111-126

Abstract: The paper identifies the enablers of value co-creation (VCC) in the healthcare context which in result enhances service delivery capability. A 45-item questionnaire was circulated among service providers in the healthcare system, including doctors, nurses, and system staff all over India. A cross-sectional research design was used to assess the research's framework. A total of 294 valid responses were received. Validity and reliability analyses were performed using SPSSv23 and AMOSv22, and the hypotheses were tested using structural equation modeling. Results reveal that organizational orientation, technology integration and internal service quality (ISQ) are the enablers of value co-creation in healthcare services context from the internal customer perspective. Future researchers may explore the inter-relationships among the enablers of VCC process. The study provides practitioners with suggestions to facilitate service delivery capability by leveraging organizational orientation, technology integration, and ISQ in the VCC process.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:12:y:2021:i:1:p:111-126

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