고객 서비스 네트워크 자원 활용을 통한 의료서비스 경험 혁신에 관한 연구

Customers co-create value with various service actors, such as service providers and other customers during the service process. Customers actively participate in service encounters as they interact with their own network partners. Accordingly, discussing how to innovate service customer experience in terms of their value co-creation activities with others is an important. This research studies customers' evaluations of their practices with other actors and how these evaluations influence their service quality perception and satisfaction, specifically in the healthcare context, through a survey conducted with patients. Results show that customers' value co-creation practices with their own network partners are positively related to customer service quality perception and satisfaction and have an effect on their behavioral intentions as well. These results imply that service providers in the healthcare service industry need to pay attention to customers' value co-creation activities with various partners in the service delivery process in order to achieve service experience innovation.