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Exploring volunteer...
Exploring volunteers' role in healthcare service ecosystems : value co-creation, self-adjustment and re-humanisation
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- Di Pietro, Laura (author)
- Roma Tre University, Italy
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- Ungaro, Veronica (author)
- Roma Tre University, Italy
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- Renzi, Maria Francesca (author)
- Roma Tre University, Italy
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- Edvardsson, Bo, 1952- (author)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013)
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(creator_code:org_t)
- 2024
- 2024
- English.
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In: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826.
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https://doi.org/10.1...
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https://kau.diva-por... (primary) (Raw object)
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https://urn.kb.se/re...
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Abstract
Subject headings
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- Purpose The paper investigates how the engagement of a group of actors (the volunteers), previously unexplored in service ecosystems literature, contributes to generating new co-creation activities and well-being outcomes in the healthcare service ecosystem (HSE). Moreover, the study analyses how the provision and integration of volunteers' resources help to explain the HSE self-adjustment favouring the re-humanisation of service.Design/methodology/approach The article zooms in on the volunteers' activities in an HSE. A qualitative approach is adopted, and an empirical investigation is grounded in data gathered from Kids Kicking Cancer (KKC) Italia, a volunteer association operating in the paediatric oncology ward of Italian hospitals. Data are collected and triangulated through in-depth interviews, volunteers' diaries and observations. The analysis is conducted by adopting an interpretative thematic analysis technique.Findings The study provides a conceptual framework explaining how volunteers' value co-creation activities influence the HSE's self-adjustment by leading to a re-humanisation of services. The paper also contributes to the state of knowledge by identifying seven categories of volunteers' value co-creation activities, two of which are completely new in the literature (co-responsibility and empowerment).Originality/value The paper contributes to the service research literature by identifying empirically grounded value co-creation activities extending the understanding of self-adjustment and re-humanisation of the service ecosystem.
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Keyword
- Volunteer
- Healthcare service ecosystems
- Value co-creation activities
- Well-being
- Self-adjustment
- Service re-humanisation
- Business Administration
- Företagsekonomi
Publication and Content Type
- ref (subject category)
- art (subject category)
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