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Transforming community well-being through patients' lived experiences

Gallan, Andrew S.; McColl-Kennedy, Janet R.; Barakshina, Tatiana; Figueiredo, Bernardo; Jefferies, Josephine Go; Gollngofer, Johanna; Hibbert, Sally; Luca, Nadina; Roy, Sanjit; Spanjol, Jelena; Winklhofer, Heidi

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Andrew S. Gallan

Janet R. McColl-Kennedy

Tatiana Barakshina

Bernardo Figueiredo

Josephine Go Jefferies

Johanna Gollngofer

Professor of Consumer Behaviour

Nadina Luca

Sanjit Roy

Jelena Spanjol


The purpose of this article is to (1) explicate micro-to-meso linkages of well-being, (2) provide a theoretical framework to guide research on connecting patient experiences to community well-being, and (3) offer guidelines to policymakers. We develop a conceptual framework establishing connections between micro and meso levels through the expansion of patients' lived ecosystems. We introduce the concept of patient ecosystem management (PEM), an organizational process that focuses on treating patients differently in terms of assessing, managing, and expanding resources to achieve patient health and well-being goals. This process establishes a foundational perspective that is necessary to connect patients' ecosystems and to facilitate community well-being. Theoretically, this research creates ties between micro-level interactions and a collective measure (community well-being). Policymakers and healthcare professionals should take a PEM perspective, which will require new roles and behaviors, and leverage technology to expand and overlap patients' individual service ecosystems (intra-alignment), thus enlarging community well-being (inter-alignment).


Gallan, A. S., McColl-Kennedy, J. R., Barakshina, T., Figueiredo, B., Jefferies, J. G., Gollngofer, J., …Winklhofer, H. (2018). Transforming community well-being through patients' lived experiences. Journal of Business Research, 100, 376-391.

Journal Article Type Article
Acceptance Date Dec 8, 2018
Online Publication Date Dec 28, 2018
Publication Date Dec 28, 2018
Deposit Date Feb 6, 2019
Publicly Available Date Jun 29, 2020
Journal Journal of Business Research
Print ISSN 0148-2963
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 100
Pages 376-391
Keywords Patient experience; Community well-being; Value cocreation; Healthcare; Patient ecosystem management; Transformative service research
Public URL
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