Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala
{"title":"客户参与医疗保健的概念化和验证:慢性病管理研究","authors":"Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala","doi":"10.1108/jsm-07-2023-0270","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses.</p><!--/ Abstract__block -->\n<h3>Design/methodology/approach</h3>\n<p>The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (<em>N</em> = 75) with doctors, patients and paramedical staff. Next, survey data (<em>N</em> = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (<em>N</em> = 362) using SEM and FsQCA.</p><!--/ Abstract__block -->\n<h3>Findings</h3>\n<p>The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness.</p><!--/ Abstract__block -->\n<h3>Practical implications</h3>\n<p>The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation.</p><!--/ Abstract__block -->\n<h3>Originality/value</h3>\n<p>The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.</p><!--/ Abstract__block -->","PeriodicalId":48294,"journal":{"name":"Journal of Services Marketing","volume":null,"pages":null},"PeriodicalIF":3.8000,"publicationDate":"2024-03-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Conceptualization and validation of customer participation in health care: a study on chronic illnesses management\",\"authors\":\"Muhammad Junaid, Kiane Goudarzi, Muhammad Faisal Rasheed, Gilles N’Goala\",\"doi\":\"10.1108/jsm-07-2023-0270\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<h3>Purpose</h3>\\n<p>Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. 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Conceptualization and validation of customer participation in health care: a study on chronic illnesses management
Purpose
Contrary to want-based services, customer participation has got lesser attention in high-credence services like health care. Customer participation for patients with chronic illnesses could be life-threatening and goes beyond the service organization’s physical environment. Realizing the importance of transformative service research in health-care services, this study aims to propose and validate the conceptualization of customer participation for patients with chronic illnesses.
Design/methodology/approach
The study uses sequential exploratory research design with mixed method research. The first phase is a qualitative exploration of the nature and meaning of customer participation by synthesizing theory and insights from semi-structured interviews (N = 75) with doctors, patients and paramedical staff. Next, survey data (N = 690) of patients with chronic illnesses is used to validate the proposed conceptualization. Finally, nomological validity was also tested on an additional survey data set (N = 362) using SEM and FsQCA.
Findings
The findings reveal that health-care customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control on illness.
Practical implications
The research provides policy guidelines for owners and operators of health-care organizations in developing frameworks for collecting participation data, which can be used in strategies for seeking customer participation.
Originality/value
The research conceptualizes and validates “customer participation” as a multidimensional higher-order construct for patients with chronic illnesses, rarely focused in services marketing and management research on health care.
期刊介绍:
■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.