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Customer boundary work to navigate institutional arrangements around service interactions: exploring the case of telehealth

Go Jefferies, Josephine; Bishop, Simon; Hibbert, Sally

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Authors

Josephine Go Jefferies

SALLY HIBBERT SALLY.HIBBERT@NOTTINGHAM.AC.UK
Professor of Consumer Behaviour



Abstract

This research extends literature on value co-creation by examining customer perspectives on institutional arrangements of service systems and how these shape customers’ efforts to navigate service interactions. Healthcare provides the empirical context for the study focusing on a digital service technology incorporated into customer interfaces. We report a qualitative inquiry carried out with 19 people with heart disease registered to a telehealth service for remote symptom monitoring. The study focuses on customer perceptions of the key differences between the healthcare system’s technological, professional and bureaucratic processes compared to family and community institutions that shape customers’ life worlds. We explain how customer perceptions shape healthcare experiences, and patterns of adaptive telehealth usage to co-create value highlighting how customers engage in boundary work. We conclude with a discussion of theoretical implications of applying boundary work to customer experience of digital interfaces within service systems.

Journal Article Type Article
Acceptance Date Mar 27, 2019
Online Publication Date Apr 17, 2019
Publication Date 2019-12
Deposit Date Apr 29, 2019
Publicly Available Date May 7, 2019
Journal Journal of Business Research
Print ISSN 0148-2963
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 105
Pages 420-433
DOI https://doi.org/10.1016/j.jbusres.2019.03.052
Keywords Healthcare; Value co-creation; Institutional theory; Transformative service research; Digital interface; Boundary work
Public URL https://nottingham-repository.worktribe.com/output/1848278
Publisher URL https://www.sciencedirect.com/science/article/pii/S0148296319302358