Abstract
To understand what influences the behaviours and interactions of service participants, this research aimed to identify and describe the underlying themes of client orientation, client involvement, provider empowerment and client empowerment. 29 semi-structured interviews were conducted with managers, providers and clients of three community-based aged healthcareservice networks. Inductive and deductive analysis confirmed the themes and identified additional ones; it then facilitated interpretation of each theme's meaning. Different meanings were found for the themes in each participant group, reflecting the different roles which service participants play in service co-creation. Based on these findings, it is proposed that the four concepts and their underlying themes provide a basis for further investigation of service participant interaction and their effects on service quality
| Original language | English |
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| Title of host publication | Doing more with less |
| Editors | Paul Ballantine, Jörg Finsterwalder |
| Place of Publication | New Zealand |
| Publisher | University of Canterbury |
| Pages | 1-8 |
| Number of pages | 8 |
| ISBN (Electronic) | 9780473178192 |
| Publication status | Published - 2010 |
| Event | Australian and New Zealand Marketing Academy Conference - Christchurch, NZ, New Zealand Duration: 29 Nov 2010 → 01 Dec 2010 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference |
|---|---|
| Country/Territory | New Zealand |
| Period | 29/11/10 → 01/12/10 |