This is the first study to apply an analytical framework based on service-dominant logic (S-D logic) to a UK specialist health care context. The primary aim is to investigate how value, when framed as value that is perceived and determined on the basis of use (i.e. ‘value-in-use’, Vargo and Lusch 2004a) is conceptualised by service users (patients) and service providers (health care staff) in a specialist cancer service setting. Factors influencing the trajectories of ‘value’ (creation and destruction) in micro-level health service encounters are also analysed. This work is transdisciplinary in nature and combines scholarship from fields including services marketing and public management regarding value, value co-creation and patient and public participation in public services (specifically patient engagement in direct health care). In doing so, this work focuses on the S-D logic framework and the recent application of this approach in public management research (Osborne et al 2013). This study adopts an interpretive approach (using semi-structured interviews and observational data) to the investigation of these focal study phenomena. This study responds to calls for research regarding the empirical application of S-D logic (Ostrom et al 2015). Study findings reveal that ‘value’ is a temporal concept, which varies over time and is experienced ‘in context’. The S-D logic framework usefully focuses attention on the service user and interactions between patients and health care staff during service encounters. S-D logic does not, however, neatly map into a health care context. The findings show that value can be created and destroyed both within single encounters, and across multiple health service encounters. Four main themes are identified which contribute to the creation and destruction of value in the UK specialist cancer care context: access to resources (includes specialist knowledge and skills and physical resources); the quality of interactions; resource use and organisational factors.
| Identifer | oai:union.ndltd.org:bl.uk/oai:ethos.bl.uk:723591 |
| Date | January 2017 |
| Creators | Hardyman, Wendy |
| Publisher | Cardiff University |
| Source Sets | Ethos UK |
| Detected Language | English |
| Type | Electronic Thesis or Dissertation |
| Source | http://orca.cf.ac.uk/104647/ |
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