Table 3 Customer value approach in the... | Emerald Publishing

Table 3

Customer value approach in the development of public health care services

	Elements of value
Characteristics of the public health care service development context	Subjectivity	Multi-dimensionality	Processual nature	Contextuality	Co-created nature
Contradicting drivers of developing customer experience and increasing impact of public services and scarcity of public resources	An interplay between individual and public value Who can determine what is valuable?	Finding right value attributes would enable more impactful allocation of resources	Understanding the difference between satisfaction with the service process vs outcome to find correct focus for development	Contradiction between a need to take into account the unique contexts when scarce resources prevail	Focus on professional view considered as a starting point for impact, making idea of co-creation challenging
Tension between the professional power and the assumptions of increasing customer's power	Focus on professional viewpoint in service development	Tendency to focus on transactional solutions and functional value	Tendency to focus on transactional solutions, thus, part of the process only instead of coping with the holistic life situation	Professional viewpoint should be complemented with the understanding of resources in the customer context	Seeing the customer as an active value creator and co-creator, instead of being only a subject
Institutionalized idea of equality of service provisioning	Subjectivity contradicts with this by highlighting individual aspects of value creation	Contradicts by highlighting uniqueness of value attributes	To build more unique processes, more customer guidance is needed	Identification of individual's context and planning services based on that	Value co-creation in this context is about resource integration between ecosystem actors
Legislation-led system entails bureaucracy and silos	Whose subjective understanding of value is listened to in the bureaucratic and political system?	Challenges service integration across variety of professionalisms with multi-dimensionality	Challenges service integration across variety of professionalisms and service areas	Challenges service integration across variety of professionalisms and service areas	Value co-creation is about resource integration between variety of actors

	Elements of value
Characteristics of the public health care service development context	Subjectivity	Multi-dimensionality	Processual nature	Contextuality	Co-created nature
Contradicting drivers of developing customer experience and increasing impact of public services and scarcity of public resources	An interplay between individual and public valueWho can determine what is valuable?	Finding right value attributes would enable more impactful allocation of resources	Understanding the difference between satisfaction with the service process vs outcome to find correct focus for development	Contradiction between a need to take into account the unique contexts when scarce resources prevail	Focus on professional view considered as a starting point for impact, making idea of co-creation challenging
Tension between the professional power and the assumptions of increasing customer's power	Focus on professional viewpoint in service development	Tendency to focus on transactional solutions and functional value	Tendency to focus on transactional solutions, thus, part of the process only instead of coping with the holistic life situation	Professional viewpoint should be complemented with the understanding of resources in the customer context	Seeing the customer as an active value creator and co-creator, instead of being only a subject
Institutionalized idea of equality of service provisioning	Subjectivity contradicts with this by highlighting individual aspects of value creation	Contradicts by highlighting uniqueness of value attributes	To build more unique processes, more customer guidance is needed	Identification of individual's context and planning services based on that	Value co-creation in this context is about resource integration between ecosystem actors
Legislation-led system entails bureaucracy and silos	Whose subjective understanding of value is listened to in the bureaucratic and political system?	Challenges service integration across variety of professionalisms with multi-dimensionality	Challenges service integration across variety of professionalisms and service areas	Challenges service integration across variety of professionalisms and service areas	Value co-creation is about resource integration between variety of actors