The quest for the ideal service through collaborative innovation in a public business model with customer stewardship

La quête du service idéal par l’innovation collaborative dans un business model public avec l’intendance des clients

Dagou Hermann Wenceslas Dagou
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Dagou Hermann Wenceslas Dagou: UFHB - Université Félix Houphouët-Boigny [Abidjan, Côte d'Ivoire]

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Abstract: Providing an efficient public service increasingly requires innovation that can take a collaborative form, by involving the clients/patients themselves. Thus, in hospitals, clients/patients who have long been considered captive are now being asked to participate and contribute their experiences. By mobilizing stewardship theory, this article proposes to understand how an ideal quality service can be addressed through cultural effectiveness in a business model. The empirical investigation is carried out with patients in a university hospital in Ivory Coast. The results show that stewardship clients envision the ideal service with the cultural effectiveness attributes of change, team, empowerment, integration and accountability. The surgical service, closer to the ideal service, appears to be an example of collaborative innovation for the emergency and maternity services.

Keywords: Ideal service; business model; collaborative innovation; stewardship; hospital services; Ivory Coast; Service idéal; modèle d’affaires; innovation collaborative; intendance; service hospitalier; Côte d’Ivoire (search for similar items in EconPapers)
Date: 2022-05-04
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Published in European Review of Service Economics and Management, 2022, Revue Européenne d’Économie et Management des Services 2022 – 1, n° 13, 2022 – 1 (n° 13), pp.119-150. ⟨10.48611/isbn.978-2-406-13090-1.p.0119⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03669674

DOI: 10.48611/isbn.978-2-406-13090-1.p.0119

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