Purpose

This study aims to examine the impacts various types of resources had on customer effort in mandatory and voluntary value cocreation activities and the contribution of efforts in these different activity types to quality of life.

Design/methodology/approach

Data from customers across five chronic health conditions were collected through an online survey. Rasch analysis helped identify hierarchies of activities representing varying levels of effort across four activity types (mandatory (customer), mandatory (customer or organization), voluntary in-role and voluntary extra-role activities). The conceptual model that was developed to examine the relationships of interest was analyzed using partial least squares structural equation modeling.

Findings

While clinical resources helped mandatory activities and personal network resources facilitated voluntary activities, psychological resources had greater impacts on customer effort across the whole range of activities. Effort in each activity type contributed to the quality of life differently, with voluntary activities having the greatest impacts on quality of life.

Practical implications

This study lends support to a holistic approach to health service that requires the mobilization of networks of resources to encourage customers’ engagement in a broad range of activities. Understanding the resources facilitating effort in distinct activity types provides insights to develop strategies to drive value cocreation efforts that subsequently contribute to improvements in quality of life.

Originality/value

Drawing on an extensive and nuanced categorization of activities, this study broadened the understanding of the networks of resources that are integrated in customer value cocreation processes and the link between value cocreation efforts and quality of life.

中文翻译：

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客户在强制性和自愿价值共创中的努力：医疗保健背景下的研究

目的

本研究旨在检查各种类型的资源对客户在强制性和自愿价值共创活动中的努力的影响，以及在这些不同活动类型中的努力对生活质量的贡献。

设计/方法/方法

通过在线调查收集了来自五种慢性健康状况客户的数据。Rasch 分析有助于确定代表四种活动类型（强制性（客户）、强制性（客户或组织）、自愿角色内活动和自愿角色外活动）的不同努力水平的活动层次结构。使用偏最小二乘结构方程模型分析了为检查感兴趣的关系而开发的概念模型。

发现

虽然临床资源有助于强制性活动，个人网络资源促进自愿性活动，但心理资源在整个活动范围内对客户努力的影响更大。每种活动类型的努力对生活质量的贡献不同，志愿活动对生活质量的影响最大。

实际影响

这项研究为卫生服务的整体方法提供支持，该方法需要调动资源网络以鼓励客户参与广泛的活动。了解在不同活动类型中促进努力的资源，为制定战略以推动价值共创努力提供了见解，这些努力随后有助于提高生活质量。

原创性/价值

本研究利用广泛而细致的活动分类，拓宽了对整合在客户价值共创过程中的资源网络以及价值共创努力与生活质量之间的联系的理解。