Understanding How Patients and Their Networks Cope with Cocreation Processes in Health Services

摘要

In their role as cocreators, customers integrate resources from various sources, including the service provider, private sources such as peers, friends and family, as well as the self. Such contribution to the cocreative process can be perceived by consumers as a "lock-in situation," which threatens their self and self-determination needs. Prior research on cocreation is based on the assumption that consumers tacitly and voluntarily accept to use resources towards the cocreation process, as this leads to satisfaction and well-being. Little is, however, known about the effects of cocreation processes on consumers, and the extent to which such processes are perceived as threats, and represent the core of our study.