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- Ahlström, Petter, et al.
(författare)
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Why space is not enough : Service innovation and service delivery in senior housing
- 2022. - 1
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Ingår i: Management and Information Technology after Digital Transformation. - Abingdon and New York : Routledge. - 9780367612764 - 9780367628789 - 9781003111245 ; , s. 72-80
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Bokkapitel (refereegranskat)abstract
- This chapter discusses senior housing to support the well-being of older individuals through the provision of physical and social resources. The authors show how digital services contribute to these developments by increasing the resources available and the capacity of older people to integrate resources and take advantage of the value-creating opportunities offered by senior housing solutions. They point out that senior users play a crucial role as active co-creators of their own well-being and contributors to both service innovation and service delivery. As digital services become essential for how older people manage their daily lives, they need to be more integrated in the physical spaces where the actions and memories that shape the lives of seniors take place. Digital services have the potential to both create and deliver new services that will enhance these experiences, which makes their integration with the physical space an important and inseparable component of service innovation and delivery in the context of senior housing.
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- Anastasiadou, Elena
(författare)
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Business Actor Engagement : Understanding Collaborative Business Initiative Outcomes
- 2024
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Business and service literature has recognized engagement as a crucial concept that influences the success of business initiatives beyond core transactions. Engagement involves various actors’ contributions like time, knowledge, and other resources that extend beyond contractual obligations. Engagement was initially studied in business-to-consumer (B2C) contexts, where its activities include word-of-mouth feedback and co-creating value propositions. As engagement research extended into business-to-business (B2B) contexts, engagement activities included customer referencing and participation in service development, with contributions like influence, time, and expertise. This thesis focuses on understanding engagement in B2B contexts – conceptualized as business actor engagement (BAE) – and offers practice-relevant midrange theory conceptualizations of collaboration in business initiatives beyond the contracted and regular transactions. The study employs a qualitative approach to studying Swedish real estate landlords and their efforts to involve commercial tenants in collaborative business initiatives (conceptualized as engagement initiatives) to deepen the understanding of BAE. The collaborative business initiatives in the thesis’ empirical setting address issues of environmental sustainability, such as reducing greenhouse gas emissions and improving energy efficiency. Despite providers using similar strategies to involve their B2B customers, the outcomes of these engagement initiatives vary, often due to hidden aspects affecting customers’ engagement. The findings are presented in four papers that offer insights on BAE such as how prerequisite factors, antecedents and manifestations impact customers’ BAE and consequently the outcomes of collaborative business initiatives. By exploring BAE, the study offers an understanding of the variety in outcomes from collaborative business initiatives, i.e., why some business initiatives succeed or fail. By understanding and managing BAE aspects, the study suggests collaborative business initiatives may result in achieving intended outcomes, such as goals related to addressing climate change and societal problems. Although the study centers on the real estate industry, the findings have broader implications for businesses striving to develop and adopt initiatives that will require their partners’ engagement to achieve intended outcomes and – by doing so – build strong, lasting relationships with their partners.
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- Carlqvist, Catharina, et al.
(författare)
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Health care professionals' experiences of how an eHealth application can function as a value-creating resource-a qualitative interview study
- 2021
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Ingår i: BMC Health Services Research. - : BioMed Central. - 1472-6963. ; 21:1
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Tidskriftsartikel (refereegranskat)abstract
- Background The number of patients with one or more chronic conditions is increasing globally. One strategy to achieve more sustainable care for these patients is by implementing use of home-based eHealth applications. Such services support patients to take on a more active role as value-creating co-producers of their own care, in collaboration with health care professionals. Health care professionals have a key role in the value creation process, but little is known about value formation within eHealth interactions, especially from their perspective. Therefore, this study aimed to provide a deeper understanding of how an eHealth application can function as a value-creating resource from the perspective of health care professionals. Methods Semi-structured interviews were conducted with thirteen health care professionals (nurses, physicians and first-line managers). Qualitative content analysis was used to analyze the interviews. Results The findings indicate that value formation processes are strongly influenced by the organizational preconditions and by the usability and functionality of technology. The experiences of the health care professionals indicated that value was conceptualized in dimensions of meaningfulness, building of relationships, building safety and feelings of trust. Although these dimensions were mainly expressed in a positive way, such as perceived improvement of medical care, accessibility and continuity, they also had a negative side that caused value destruction. This was primarily due to patient difficulties in using the application or making measurements. Subsequent efforts at value recovery resulted in value creation, but were often time-consuming for the professionals. Conclusions This study contributes by extending conceptualizations of value to the role of health care professionals and by highlighting technology as sometimes facilitating and sometimes hampering value formation processes. The findings indicate that the eHealth application was a value-creating resource, facilitating proactive communication and supporting patients' engagement and control over their self-care. However, for the application to become a more valuable resource in practice and counteract inequity in care, it needs to be further developed to be adapted to the needs and preconditions of patients.
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