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Keywords: Secondary customers
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Journal Articles
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
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Journal of Service Theory and Practice (2024) 34 (2): 319–340.
Published: 02 February 2024
... their value perceptions as a performance indicator (here, satisfaction with nursing home services). Findings The case evidence shows that nursing homes co-create value with family members through caring practices that focus on their role as secondary customers (i.e. welcoming, connecting and embedding...
