Conceptualization and validation of customer participation in health care: a study on chronic illnesses management

Muhammad Junaid, Kiane Goudarzi (), Muhammad Faisal Rasheed and Gilles N’goala
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Muhammad Junaid: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Kiane Goudarzi: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Muhammad Faisal Rasheed: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Gilles N’goala: MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier

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Abstract: Purpose Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization's physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses. Design/methodology/approach The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews ( N = 75) with doctors, patients and paramedical staff. Next, survey data ( N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set ( N = 362) using SEM and FsQCA. Findings The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness. Practical implications The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation. Originality/value The research conceptualizes and validates "customer participation" as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.

Date: 2024-03-22
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Published in Journal of Services Marketing, 2024, ⟨10.1108/JSM-07-2023-0270⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04533018

DOI: 10.1108/JSM-07-2023-0270

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