With the aim of addressing a gap in service research on co-creation in health care, this study discusses the problem of information asymmetry in the service provider–user relationship by adopting the Viable Systems Approach. We develop a three-step interpretative framework to support the understanding of the health service relationship by going beyond the traditional information asymmetry view towards a framework capable of examining the human side of service interaction. Using the case of the Italian Health System, we discuss whether and how the problem of information asymmetry affects the health care provider–user co-creation relationship. Our findings open up a wider view of information asymmetry, suggesting a shift in focus from information sharing to interpretation schemes sharing, all the way up to values sharing, offering new insights for co-creation in health care.

Information asymmetry and co-creation in health care services

SAVIANO, MariaLuisa
;
POLESE, Francesco
2014-01-01

Abstract

With the aim of addressing a gap in service research on co-creation in health care, this study discusses the problem of information asymmetry in the service provider–user relationship by adopting the Viable Systems Approach. We develop a three-step interpretative framework to support the understanding of the health service relationship by going beyond the traditional information asymmetry view towards a framework capable of examining the human side of service interaction. Using the case of the Italian Health System, we discuss whether and how the problem of information asymmetry affects the health care provider–user co-creation relationship. Our findings open up a wider view of information asymmetry, suggesting a shift in focus from information sharing to interpretation schemes sharing, all the way up to values sharing, offering new insights for co-creation in health care.
File in questo prodotto:
Non ci sono file associati a questo prodotto.

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11386/4492058
 Attenzione

Attenzione! I dati visualizzati non sono stati sottoposti a validazione da parte dell'ateneo

Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 61
  • ???jsp.display-item.citation.isi??? ND
social impact