Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery: An Internal Customer Perspective

1. Introduction

Healthcare service environment has become increasingly complex, with increased level of interaction among the service receivers and providers. A healthcare service system can be defined as configurations of resources that interact with other service systems to co-create value and are more focused at the organizational level, where service provider develops offerings to its customers in form of quality care (Azam et al., 2017; Sisodia and Aggarwal, 2019). These constellations of care offerings constitute service systems, where the multiple actors’ develop one-to-many relationships, thus forming a value network (Patricio et al., 2011). It is increasingly acknowledged that the delivery of healthcare services should be a collaborative effort between professional partners in the health value chain and the patients to facilitate more effective treatment outcomes (McColl-Kennedy et al., 2012). Engaging people in this way can comprehend better quality healthcare, improved efficiency in healthcare service provision, and improved health for society.