Details
| Original language | English |
|---|---|
| Pages (from-to) | 132-155 |
| Number of pages | 24 |
| Journal | Journal of service management |
| Volume | 30 |
| Issue number | 1 |
| Publication status | Published - 14 Feb 2019 |
| Externally published | Yes |
Abstract
Purpose: The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like hospitals. Specifically, by exploring if and how customers’ (i.e. patients’) stereotypes toward frontline employees (e.g. nurses) affect their satisfaction as co-creators of value, this study responds to current service research priorities attempting to understand value co-creation in collaborative contexts like healthcare, and addresses calls to investigate the changing role of health care customers therein. Design/methodology/approach: A field study was conducted in the context of German hospitals, which provides unique empirical evidence into the relationship between patients’ stereotypes toward healthcare professionals and their satisfaction with health services as well as the mediating mechanisms through which such stereotypes affect patient satisfaction. Findings: Negative (positive) stereotypes patients hold toward healthcare occupations decrease (increase) their satisfaction and are associated with perceptions of reduced (improved) patient orientation and patient participation in co-creation. However, only perceived patient orientation partially mediates the link between occupational stereotypes and patient satisfaction. Originality/value: This study develops and tests new hypotheses related to occupational stereotyping in complex HCSSs, and extends previous research on stereotypes in service by exploring the previously unknown mediating mechanisms through which these impact value co-creation processes overall. It furthermore provides important guidance for future research about stereotyping in general, and its impact on value co-creation and HCSS, in particular.
Keywords
- Customer satisfaction, Health services, Service dominant logic, Stereotypes, Value co-creation
ASJC Scopus subject areas
- Business, Management and Accounting(all)
- Business, Management and Accounting (miscellaneous)
- Business, Management and Accounting(all)
- Tourism, Leisure and Hospitality Management
- Business, Management and Accounting(all)
- Strategy and Management
Sustainable Development Goals
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In: Journal of service management, Vol. 30, No. 1, 14.02.2019, p. 132-155.
Research output: Contribution to journal › Article › Research › peer review
}
TY - JOUR
T1 - The impact of occupational stereotypes in human-centered service systems
AU - Huetten, Antje Sarah Julia
AU - Antons, David
AU - F. Breidbach, Christoph
AU - Piening, Erk P.
AU - Salge, Torsten Oliver
N1 - Publisher Copyright: © 2019, Emerald Publishing Limited.
PY - 2019/2/14
Y1 - 2019/2/14
N2 - Purpose: The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like hospitals. Specifically, by exploring if and how customers’ (i.e. patients’) stereotypes toward frontline employees (e.g. nurses) affect their satisfaction as co-creators of value, this study responds to current service research priorities attempting to understand value co-creation in collaborative contexts like healthcare, and addresses calls to investigate the changing role of health care customers therein. Design/methodology/approach: A field study was conducted in the context of German hospitals, which provides unique empirical evidence into the relationship between patients’ stereotypes toward healthcare professionals and their satisfaction with health services as well as the mediating mechanisms through which such stereotypes affect patient satisfaction. Findings: Negative (positive) stereotypes patients hold toward healthcare occupations decrease (increase) their satisfaction and are associated with perceptions of reduced (improved) patient orientation and patient participation in co-creation. However, only perceived patient orientation partially mediates the link between occupational stereotypes and patient satisfaction. Originality/value: This study develops and tests new hypotheses related to occupational stereotyping in complex HCSSs, and extends previous research on stereotypes in service by exploring the previously unknown mediating mechanisms through which these impact value co-creation processes overall. It furthermore provides important guidance for future research about stereotyping in general, and its impact on value co-creation and HCSS, in particular.
AB - Purpose: The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like hospitals. Specifically, by exploring if and how customers’ (i.e. patients’) stereotypes toward frontline employees (e.g. nurses) affect their satisfaction as co-creators of value, this study responds to current service research priorities attempting to understand value co-creation in collaborative contexts like healthcare, and addresses calls to investigate the changing role of health care customers therein. Design/methodology/approach: A field study was conducted in the context of German hospitals, which provides unique empirical evidence into the relationship between patients’ stereotypes toward healthcare professionals and their satisfaction with health services as well as the mediating mechanisms through which such stereotypes affect patient satisfaction. Findings: Negative (positive) stereotypes patients hold toward healthcare occupations decrease (increase) their satisfaction and are associated with perceptions of reduced (improved) patient orientation and patient participation in co-creation. However, only perceived patient orientation partially mediates the link between occupational stereotypes and patient satisfaction. Originality/value: This study develops and tests new hypotheses related to occupational stereotyping in complex HCSSs, and extends previous research on stereotypes in service by exploring the previously unknown mediating mechanisms through which these impact value co-creation processes overall. It furthermore provides important guidance for future research about stereotyping in general, and its impact on value co-creation and HCSS, in particular.
KW - Customer satisfaction
KW - Health services
KW - Service dominant logic
KW - Stereotypes
KW - Value co-creation
UR - http://www.scopus.com/inward/record.url?scp=85061701565&partnerID=8YFLogxK
U2 - 10.1108/JOSM-12-2016-0324
DO - 10.1108/JOSM-12-2016-0324
M3 - Article
AN - SCOPUS:85061701565
VL - 30
SP - 132
EP - 155
JO - Journal of service management
JF - Journal of service management
SN - 1757-5818
IS - 1
ER -