Customer value co-creation within partnership models of health care: an examination of the New Zealand Midwifery Partnership Model

This exploratory work proposes that partnership models of health care provide a context for customer value co-creation as premised within the framework of Service-Dominant Logic (S-D logic). The main objective of this research is to explore the phenomenon of customer value co-creation within a partnership model of health care and classify the nature of activities clients engage in that might be considered customer value co-creation oriented. The context for this study is the New Zealand midwifery service which delivers health care within a partnership model known as the Midwifery Partnership Model (MPM). The study uses a subjective personal introspection (SPI) approach. Reflection and discussion finds a partnership health care model such as the MPM is facilitative of customer value co-creation. However, models predicated only on a partnership practice style may need broadening in order to be more comprehensive of additional potential value co-creation practice styles within a targeted health market. Our study contributes to the field of customer value co-creation in health by addressing calls for more work in the area. In particular this article focuses on a context where partnership is an underlying premise for service design.

Chinese abstract根据服务-主导逻辑(即S-D逻辑)框架的前提条件，本文认为医疗合作模式可为客户参与协助提供指导。本研究的主要目的是在医疗合作模式框架内探讨客户参与协作这一现象，并对客户参与协作的活动性质进行分类。本研究的背景是新西兰的助产服务，其服务方式按照特定的合作模式实行，即MPM助产合作模式。文中采用个人主观内省法(即SPI法)进行分析。个人反思和讨论表明，MPM等合作医疗模式有利于客户参与协作。然而，这些模式只涉及到单一合作方式的实践风格，可能需要扩大范围，方可更全面地体现目标医疗市场中其它潜在参与协作的实践风格。鉴于本领域研究的缺乏，本文研究将有助于丰富医疗业客户参与协作方面的文献资料。本文研究侧重于特定的应用环境，即医患合作关系在医疗服务设计中占有重要地位。