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Value cocreation in service ecosystems: Investigating health care at the micro, meso, and macro levels

Gabriela Beirão (INESC TEC and Faculty of Engineering, University of Porto, Porto, Portugal)
Lia Patrício (INESC TEC and Faculty of Engineering, University of Porto, Porto, Portugal)
Raymond P. Fisk (Department of Marketing, Texas State University, San Marcos, Texas, USA)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 18 April 2017

6373

Abstract

Purpose

The purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro, meso, and macro levels.

Design/methodology/approach

A Grounded Theory approach based on semi-structured interviews is adopted. The sample design was defined to enable the ecosystem analysis at its different levels. At the macro level was the Portuguese Health Information ecosystem. Embedded meso level units of analysis comprised eight health care organizations. A total of 48 interviews with citizens and health care practitioners were conducted at the micro level.

Findings

Study results enable a detailed understanding of the nature and dynamics of value cocreation in service ecosystems from a multilevel perspective. First, value cocreation factors are identified (resource access, resource sharing, resource recombination, resource monitoring, and governance/institutions generation). These factors enable actors to integrate resources in multiple dynamic interactions to cocreate value outcomes, which involve both population well-being and ecosystem viability. Study results show that these value cocreation factors and outcomes differ across levels, but they are also embedded and interdependent.

Practical implications

The findings have important implications for organizations that are ecosystem actors (like the Portuguese Ministry of Health) for understanding synergies among value cocreation factors and outcomes at the different levels. This provides orientations to better integrate different actor roles, technology, and information while facilitating ecosystem coordination and co-evolution.

Originality/value

This study responds to the need for a multilevel understanding of value cocreation in service ecosystems. It also illuminates how keystone players in the ecosystem should manage their value propositions to promote resource integration for each actor, fostering resource density and ecosystem viability. It also bridges the high-level conceptual perspective of Service-Dominant logic with specific empirical findings in the very important context of health care.

Keywords

Acknowledgements

This work is financed by the ERDF–European Regional Development Fund through the Operational Programme for Competitiveness and Internationalisation – COMPETE 2020 Programme within project “POCI-01-0145-FEDER-006961,” and by National Funds through the Portuguese funding agency, FCT – Fundação para a Ciência e a Tecnologia as part of project “UID/EEA/50014/2013”. This research was also partially funded by the Portuguese Ministry of Health.

Citation

Beirão, G., Patrício, L. and Fisk, R.P. (2017), "Value cocreation in service ecosystems: Investigating health care at the micro, meso, and macro levels", Journal of Service Management, Vol. 28 No. 2, pp. 227-249. https://doi.org/10.1108/JOSM-11-2015-0357

Publisher

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Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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