The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service
This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context. Based on the data of 320 paired patient–physician cases, the...
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University of Economics Ho Chi Minh City
2023
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| Truy cập trực tuyến: | http://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=9df6342f-0193-40cc-956d-24b372ad79f0 http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115492 |
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oai:scholar.dlu.edu.vn:DLU123456789-1154922023-03-08T03:56:29Z The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service Le, Nguyen Hau Pham, Ngoc Tram Anh Pham, Ngoc Thuy Tran, Thi Phuong Thao Dao, Thi Xuan Mai This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context. Based on the data of 320 paired patient–physician cases, the analysis reveals that physician’s interactions are critical customer-oriented behaviors, which directly affect customer value. More importantly, it plays a key role in activating the customer participation in a service creation. From the customer view, although actively engaging in a service requires more resources, it is worthy because it creates much more value-in-use. 2023-03-08T03:56:29Z 2023-03-08T03:56:29Z 2016 Article 2615-9112 http://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=9df6342f-0193-40cc-956d-24b372ad79f0 http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115492 10.24311/jabes/2016.23.2.01 en Journal of Asian Business and Economic Studies, Volume 23, Issue 02; p. 100-119 application/pdf University of Economics Ho Chi Minh City |
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Thư viện Trường Đại học Đà Lạt |
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Thư viện số |
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English |
| description |
This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context. Based on the data of 320 paired patient–physician cases, the analysis reveals that physician’s interactions are critical customer-oriented behaviors, which directly affect customer value. More importantly, it plays a key role in activating the customer participation in a service creation. From the customer view, although actively engaging in a service requires more resources, it is worthy because it creates much more value-in-use. |
| format |
Article |
| author |
Le, Nguyen Hau Pham, Ngoc Tram Anh Pham, Ngoc Thuy Tran, Thi Phuong Thao Dao, Thi Xuan Mai |
| spellingShingle |
Le, Nguyen Hau Pham, Ngoc Tram Anh Pham, Ngoc Thuy Tran, Thi Phuong Thao Dao, Thi Xuan Mai The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| author_facet |
Le, Nguyen Hau Pham, Ngoc Tram Anh Pham, Ngoc Thuy Tran, Thi Phuong Thao Dao, Thi Xuan Mai |
| author_sort |
Le, Nguyen Hau |
| title |
The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| title_short |
The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| title_full |
The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| title_fullStr |
The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| title_full_unstemmed |
The Role of Service Encounter Interaction Behavior in Activating Customer Participation and Co-Creating Value in the Health Care Service |
| title_sort |
role of service encounter interaction behavior in activating customer participation and co-creating value in the health care service |
| publisher |
University of Economics Ho Chi Minh City |
| publishDate |
2023 |
| url |
http://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=9df6342f-0193-40cc-956d-24b372ad79f0 http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115492 |
| _version_ |
1765278133939863552 |