The impact of service separation on value: A longitudinal study of user and provider experiences in a mental health service

IF 4.3 2区管理学 Q1 POLITICAL SCIENCE Public Administration Pub Date : 2023-12-19 DOI:10.1111/padm.12973

Higor Leite, Ian R. Hodgkinson, Ana Vitória Lachowski Volochtchuk

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Abstract

Digital innovations are changing how public organizations deliver services through the creation of service separation. Service separation refers to the decoupling of service production and consumption in digital platforms, which affects both users and providers alike. Since the global pandemic, service separation has become established in many healthcare settings, though little is known about how it has been experienced by service actors in specialist service settings such as mental healthcare. Positioned at the (sub)micro-level of service interaction, our study provides a dual view of service separation to reveal its influence on value (co)creation and potential for value destruction in a 12-month longitudinal study. The findings draw on three waves of semi-structured interviews (n = 67), an end-of-study focus group with patients and psychologists, and qualitative diary entries. Integrating service actors' attitudes, beliefs, and experiences over time, the article presents the Service Separation Value Journey to show how digital service separation shapes value creation/destruction in specialized healthcare settings.

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服务分离对价值的影响：心理健康服务中用户和提供者体验的纵向研究

数字创新正在通过创造服务分离改变公共组织提供服务的方式。服务分离指的是数字平台中服务生产与消费的脱钩，这对用户和提供者都有影响。自全球大流行以来，服务分离已在许多医疗机构中确立，但人们对精神医疗等专业服务机构的服务人员如何体验服务分离却知之甚少。我们的研究定位于服务互动的（亚）微观层面，通过为期 12 个月的纵向研究，提供了服务分离的双重视角，以揭示其对（共同）创造价值的影响以及破坏价值的可能性。研究结果借鉴了三轮半结构式访谈（n = 67）、研究结束时与患者和心理学家的焦点小组以及定性日记记录。文章综合了服务参与者的态度、信念和长期经验，提出了 "服务分离价值之旅"（Service Separation Value Journey），以说明数字服务分离如何影响专业医疗机构的价值创造/破坏。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Public Administration Multiple-

CiteScore

7.80

自引率

17.10%

发文量

期刊介绍： Public Administration is a major refereed journal with global circulation and global coverage. The journal publishes articles on public administration, public policy and public management. The journal"s reach is both inclusive and international and much of the work published is comparative in nature. A high percentage of articles are sourced from the enlarging Europe and cover all aspects of West and East European public administration.