Customer coproduction in healthcare service delivery : examining the influencing effects of the social context

Osei-Frimpong, Kofi and McLean, Graeme and Wilson, Alan and Lemke, Fred (2020) Customer coproduction in healthcare service delivery : examining the influencing effects of the social context. Journal of Business Research, 120. pp. 82-93. ISSN 0148-2963

[img] Text (Osei-Frimpong-etal-JBR-2020-Customer-coproduction-in-healthcare-service-delivery)
Osei_Frimpong_etal_JBR_2020_Customer_coproduction_in_healthcare_service_delivery.pdf
Accepted Author Manuscript
Restricted to Repository staff only until 5 February 2022.
License: Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 logo
Download (679kB) | Request a copy from the Strathclyde author

    Abstract

    This study furthers our understanding of service coproduction by examining some pertinent antecedents and the consequent effect on customer adherence to medical instructions in healthcare service delivery. Through a cross-sectional quantitative survey design, data collected from 594 healthcare customers were analysed through structural equation modelling using AMOS 23. The findings indicate significant influences of social context on participation in service coproduction and adherence. Additionally, the mediating effect of customer role clarity on social context (nature of interactions, access to healthcare information, service climate) and coproduction are established. This study also determined moderation effects of provider-customer orientation on the coproduction process. Further, customer health condition-type (acute or chronic) does not present different effects on their coproduction behaviours. From a social cognitive theoretical perspective, this study has established that customers’ coproduction behaviours are motivated by the social system in relation to the social context.

    Creators(s): Osei-Frimpong, Kofi, McLean, Graeme, Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876 and Lemke, Fred;
    Item type:Article
    ID code:73494
    Keywords:healthcare, coproduction, service delivery, Ghana, Marketing. Distribution of products, Marketing, Business, Management and Accounting(all)
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Strategic Research Themes > Energy
    Strategic Research Themes > Measurement Science and Enabling Technologies
    Depositing user: Pure Administrator
    Date deposited:06 Aug 2020 13:29
    Last modified:21 Jan 2021 12:13
    URI:https://strathprints.strath.ac.uk/id/eprint/73494
    Export data:
    CORE (COnnecting REpositories)