Combining Digitization with Healthcare Service Processes : Value Co-creation Opportunities Through Standard Work

The study explores some implications of digitized healthcare services for value co-creation opportunities and work standardization and introduces DARIO, a value co-creation model of digitized services. The key development is the model’s focus on service processes that emerge through standardized work, providing opportunities for value co-creation. The DARIO model seeks to combine the theory of value co-creation and operations through lean standard work. The digitization of healthcare services is typically discussed from technological, medical science or customer perspectives, but opportunities for professionals to participate or to perform in the value co-creation process are less widely st…

Value Co-Creation Opportunities: Managerial Transformation of Digitisation Risks into Success Factors

This chapter examines the challenges and risks managers in the healthcare sector perceive in relation to the development and implementation of digitised services in a healthcare case organisation. Using data collected from managers, focus group interviews and observation method within the case organisation, the authors present an analysis that demonstrates that the risks and success factors that influence the development and implementation of digital healthcare services are related to (1) setting a clear digital strategy and implementation plan, (2) integration of digital services with the overall process and ICT, (3) committed resources and engagement of personnel, and (4) the organisation…

Value Co-Creation Through Digitalization

Value co-creation in health care : insights into the transformation from value creation to value co-creation through digitization

This study explores the transformation of value creation into value co-creation and how the digitization of services plays a key role in this transformation within the health-care sector, which faces new challenges with the increasingly active role of the customer. Customers are becoming active participants in value co-creation and now have expectations based on their needs from the service. The objective of this study is to provide a more holistic view of the customer’s role and value cocreation within digital health-care services. This study emphasizes the necessity of the co-creation of value within the health-care sector and introduces a paradigm shift through the digitization of value …

Professionals in value co-creation through digital healthcare services

Digitization is changing the dynamics within the service sector, including healthcare. The customer access to information and new ways of interacting with the customer challenge the traditional service within healthcare featured by information asymmetry and autonomous role of professionals in decision making. Digitization introduces new service concepts and roles of service actors benefiting value cocreation among the service network. Customer actively participates in the digital service process, which sets demand for new approach, behavior and skills of the professional interacting with the customer. The present discussion around value cocreation lacks research from the service provider’s …