English
19(8)2024
Tương tác của khách hàng với các đối tác đồng tạo sinh giá trị trong mạng lưới dịch vụ và giá trị cảm nhận: Nghiên cứu trường hợp bệnh nhân trong dịch vụ y tế
Tác giả liên hệ, Email:Ngày nộp: 05-09-2023
Ngày duyệt đăng: 02-10-2023 Ngày xuất bản: 27-03-2024
Tóm tắt
Chỉ số JEL
Từ khóa
Trích dẫn:
Nguyen, T. V. (2024). Tương tác của khách hàng với các đối tác đồng tạo sinh giá trị trong mạng lưới dịch vụ và giá trị cảm nhận: Nghiên cứu trường hợp bệnh nhân trong dịch vụ y tế [Customer interactions with value co-creation partners in service network and perceived value: A study of patients in health services]. Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh – Kinh tế và Quản trị Kinh doanh, 19(8), 37-49. doi:10.46223/HCMCOUJS.econ.vi.19.8.2950.2024
Tài liệu tham khảo
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Anderson, L., & Ostrom, A. L. (2015). Transformative service research advancing our knowledge about service and well-being. Journal of Service Research, 18(3), 243-249.
Arbuckle, J. L., & Wothke, W. (1999). Amos 4.0 user’s guide. Chicago, IL: SmallWaters Corporation.
Arnould, E. J., Price, L. L., & Malshe, A. (2006). Toward a cultural resource-based theory of the customer. In R. F. Lusch & S. L. Vargo (Eds.), The Service-dominant logic of marketing: Dialog, debate, and directions (pp. 91-104). Armonk, NY: ME Sharpe.
Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359-370.
Black, H. G., & Gallan, A. S. (2015). Transformative service networks: Cocreated value as well-being. The Service Industries Journal, 35(15/16), 826-845.
Calder, B. J., Phillips, L. W., & Tybout, A. M. (1981). Designing research for application. Journal of Consumer Research, 8(2), 197-207.
Danaher, T. S., Danaher, P. J., Sweeney, J. C., & McColl-Kennedy, J. R. (2023). Dynamic customer value cocreation in healthcare. Journal of Service Research, 1-17.
Dholakia, U. M., Blazevic, V., Wiertz, C., & Algesheimer, R. (2009). Communal service delivery: How customers benefit from participation in firm-hosted virtual P3 communities. Journal of Service Research, 12(2), 208-226.
Franks, M. M., Shields, C. G., Lim, E., Sands, L. P., Mobley, S., & Boushey, C. J. (2012). I will if you will: Similarity in married partners’ readiness to change health risk behaviors. Health Education & Behavior, 39(3), 324-331.
Fusco, F., Marsilio, M., & Guglielmetti, C. (2023). Co-creation in healthcare: Framing the outcomes and their determinants. Journal of Service Management, 34(6), 1-26.
Gallan, A., Jarvis, C., Brown, S., & Bitner, M. (2013). Customer positivity and participation in services: An empirical test in a health care context. Journal of the Academy of Marketing Science, 41(3), 338-356.
Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133-150.
Gummerus, J. (2013). Value creation processes and value outcomes in marketing theory: Strangers or siblings? Marketing Theory, 13(1), 19-46.
Guo, L., Arnould, E. J., Gruen, T. W., & Tang, C. (2013). Socializing to co-produce: Pathways to consumers’ financial well-being. Journal of Service Research, 16(4), 549-563.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River, NJ: Prentice-Hall.
Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403-417.
Heinonen, K., Strandvik, T., & Voima, P. (2013). Customer dominant value formation in service. European Business Review, 25(2), 104-123.
Holbrook, M. B. (1994). The nature of customer value: An axiology of services in the consumption experience. Thousand Oaks, CA: Sage.
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation a service system perspective. Journal of Service Research, 17(3), 247-261.
Keeling, D., Khan, A., & Newholm, T. (2013). Internet forums and negotiation of healthcare knowledge cultures. Journal of Services Marketing, 27(1), 59-75.
Kim, J. (2019). Customers’ value co-creation with healthcare service network partners: The moderating effect of consumer vulnerability. Journal of Service Theory and Practice, 29(3), 309-328.
Le, H. N. (2018). The role of customer operant resources in health care value creation. Service Business, 13(3), 457-478.
Le, H. N., Pham, A. N. T., & Pham, T. N. (2017). The effects of interaction behaviors of service frontliners on customer participation in the value co-creation: A study of health care service. Service Business, 11(2), 253-277.
Luu, N., Le, H. N., Ngo, L. V., Bucic, T., & Pham, C. H. (2016). Outcome versus process value in service delivery. Journal of Services Marketing, 30(6), 630-642.
Mayberry, L. S., & Osborn, C. Y. (2012). Family support, medication adherence, and glycemic control among adults with type 2 diabetes. Diabetes Care, 35(6), 1239-1245.
McColl-Kennedy, J. R., Hogan, S. J., Witell, L., & Snyder, H. (2017). Cocreative customer practices: Effects of health care customer value cocreation practices on well-being. Journal of Business Research, 70, 55-66.
McColl-Kennedy, J. R., Vargo, S. L., Dagger, T. S., Sweeney, J. C., & van Kasteren, Y. (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15(4), 370-389.
Nordin, K., Berglund, G., Glimelius, B., & Sjödén, P. (2001). Predicting anxiety and depression among cancer patients: A clinical model. European Journal of Cancer, 37(3), 376-384.
Ostrom, A. L., Field, J. M., Fotheringham, D., Subramony, M., Gustafsson, A., Lemon, K. N., … McColl-Kennedy, J. R. (2021). Service research priorities: Managing and delivering service in turbulent times. Journal of Service Research, 24(3), 329-353.
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., Voss, C. A., & Lemon, K. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159.
Podsakoff, P. M., MacKenzie, S. B., Jeong-Yeon, L., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
Seiders, K., Flynn, A. G., Berry, L. L., & Haws, K. L. (2015). Motivating customers to adhere to expert advice in professional services a medical service context. Journal of Service Research, 18(1), 39-58.
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015). Customer effort in value cocreation activities: Improving quality of life and behavioral intentions of health care customers. Journal of Service Research, 18(3), 318-335.
Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5-23.
Vargo, S. L., Koskela-Huotari, K., & Vink, J. (2020). Service-dominant logic: Foundations and applications. In E. Bridges & K. Fowler (Eds.), The routledge handbook of service research insights and ideas (pp. 3-23). New York, NY: Routledge.
Wolff, J. L., & Roter, D. L. (2008). Hidden in plain sight: Medical visit companions as a resource for vulnerable older adults. Archives of Internal Medicine, 168(13), 1409-1415.
Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279-1284.
Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2012). Effects of positive customer-to-customer service interaction. Journal of Business Research, 65(9), 1313-1320.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. The Journal of Marketing, 52(3), 2-22.
© The Author(s) 2024. This is an open access publication under CC BY NC licence.