Interpretations of service formation

Liz Gill, Lesley White, Ian D. Cameron

Research output: Book chapter/Published conference paperConference paperpeer-review


Objectives: The research aimed to firstly identify and then explore what factors influence service participant interaction in the service formation process within the client-provider manager network in community-based aged healthcare.
Methods: An exploratory inductive triadic study was undertaken with nine participants involving: clients with mild dementia, living in their own home; providers; and managers in the same service network. Inductive analysis was employed to discover the key interaction ideas and a literature review was then undertaken to identify related existing concepts. Based on the findings, a further study was undertaken in two separate locations with 29 individual semi-structured in-depth interviews. Inductive and deductive analysis was used to discover and describe the themes for the interaction concepts. The data was then stratified for each theme by respondent category and comparative analysis undertaken. Both studies used a phenomological approach, with participants purposively recruited.

Results: Study A identified four concepts: Client Orientation, Client Involvement, Provider Empowerment, and Client Empowerment. Study B pinpointed 18 shared themes for these concepts, but found that the meaning ascribed to each theme differed between the participant categories. Client comments were found to be positional; provider comments, relational; and manager comments, normative. This divergence in how service network participants perceive the formation of a service explicitly reflects each participant’s place and role in the network.

Conclusions: The differences in meaning highlight that there is divergence in how service network participants perceive that a service is created. These findings reveal specific insights which offer service providers and managers information that can be used to actively enlist clients in the service creation process. It also offers information that could be used to assist in the areas of staff selection, training and assessment for high contact on-going services.
Original languageEnglish
Title of host publicationProceedings of the 10th International Marketing Trends Conference
Place of PublicationFrance
PublisherESCP Europe
Number of pages30
Publication statusPublished - 2011
Event10th International Marketing Trends Conference - ESCP Europe Business School, Paris, France
Duration: 20 Jan 201122 Jan 2011


Conference10th International Marketing Trends Conference


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