Keeling2020_Article_HowValueCo-creationAndCo-destr.pdf (883.79 kB)
How value co-creation and co-destruction unfolds: a longitudinal perspective on dialogic engagement in health services interactions
Version 2 2023-06-07, 08:49
Version 1 2023-06-07, 07:14
journal contribution
posted on 2023-06-07, 08:49 authored by Debbie KeelingDebbie Keeling, Kathleen Keeling, Ko de Ruyter, Angus LaingComplex services, such as healthcare, struggle to realize the benefits of value co-creation due to the substantial challenges of managing such services over the long-term. Key to overcoming these challenges to value co-creation is a profound understanding of dialogue (i.e., ‘quality of discourse’ facilitating shared meaning) during service interactions. Contributing to an emerging literature, we undertake a longitudinal, ethnographic study to assess dialogue between professionals and patients through the lens of dialogic engagement (i.e., iterative mutual learning processes that bring about action through dialogue). We develop and empirically support six dialogic co-creation and co-destruction mechanisms that impact on the resolution of tensions and integration of knowledge resources between service providers and consumers. We reveal the multidimensional and dynamic nature of value created or destroyed through these mechanisms in dialogue over time. Taking healthcare as an exemplar, we offer a research agenda for developing our understanding of DE in complex services.
History
Publication status
- Published
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- Published version
Journal
Journal of the Academy of Marketing ScienceISSN
0092-0703Publisher
Springer VerlagExternal DOI
Volume
49Page range
236-257Department affiliated with
- Strategy and Marketing Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2020-06-12First Open Access (FOA) Date
2020-07-24First Compliant Deposit (FCD) Date
2020-06-11Usage metrics
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