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From one-sized to over-individualized? Service logic’s value creation

Erik Masao Eriksson (Department of Technology Management and Economics, Chalmers University of Technology, Gothenburg, Sweden)
Lars Nordgren (Department of Service Management and Service Studies, Lund University, Helsingborg, Sweden)

Journal of Health Organization and Management

ISSN: 1477-7266

Article publication date: 14 June 2018

Issue publication date: 3 July 2018

Abstract

Purpose

There is a current trend in healthcare management away from produced and standardized one-size-fits-all processes toward co-created and individualized services. The purpose of this paper is to increase understanding of the value concept in healthcare organization and management by recognizing different levels of value (private, group and public) and the interconnectedness among these levels.

Design/methodology/approach

The paper uses social constructionism as a lens to problematize the individualization of service logic’s value concept. Theories from consumer culture theory/transformative service research and public management add group and public levels of value to the private level.

Findings

An intersubjective (rather than subjective) approach to value creation entails the construction and sharing of value perceptions among groups of people. Such an approach also implies that group members may face similar barriers in their value creation efforts.

Practical implications

Healthcare management should be aware of the inherent individualism of service logic and, consequently, the need to balance private value with group and public levels of value.

Social implications

Identifying and addressing disadvantaged groups and the reasons for their disadvantaged positions is important in order to enhance the individual’s value creation prerequisites as well as to address public and societal values, such as equal/equitable health(care).

Originality/value

It is important to complement service logic’s value creation with group and public levels in order to understand the complexity and interconnectedness of value and the creation thereof.

Keywords

Citation

Eriksson, E.M. and Nordgren, L. (2018), "From one-sized to over-individualized? Service logic’s value creation", Journal of Health Organization and Management, Vol. 32 No. 4, pp. 572-586. https://doi.org/10.1108/JHOM-02-2018-0059

Publisher

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Emerald Publishing Limited

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