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Lookup NU author(s): Dr Josephine Go JefferiesORCiD
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
This research extends literature on value co-creation by examining customer perspectives on institutional arrangements of service systems and how these shape customers’ efforts to navigate service interactions. Healthcare provides the empirical context for the study focusing on a digital service technology incorporated into customer interfaces. We report a qualitative inquiry carried out with 19 people with heart disease registered to a telehealth service for remote symptom monitoring. The study focuses on customer perceptions of the key differences between the healthcare system’s technological, professional and bureaucratic processes compared to family and community institutions that shape customers’ life worlds. We explain how customer perceptions shape healthcare experiences, and patterns of adaptive telehealth usage to co-create value highlighting how customers engage in boundary work. We conclude with a discussion of theoretical implications of applying boundary work to customer experience of digital interfaces within service systems.
Author(s): Go Jefferies J, Bishop S, Hibbert S
Publication type: Article
Publication status: Published
Journal: Journal of Business Research
Year: 2019
Volume: 105
Pages: 420-433
Print publication date: 01/12/2019
Online publication date: 17/04/2019
Acceptance date: 27/03/2019
Date deposited: 27/03/2019
ISSN (print): 0148-2963
ISSN (electronic): 1873-7978
Publisher: Elsevier Inc.
URL: https://doi.org/10.1016/j.jbusres.2019.03.052
DOI: 10.1016/j.jbusres.2019.03.052
Notes: Special issue on Bringing institutional theory to marketing
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