Co-creating value using customer training and education in a healthcare service design

• Published in: Journal of operations management 2016-11, Vol.47-48 (1), p.80-97
• Main Authors: Damali, Uzay, Miller, Janis L., Fredendall, Lawrence D., Moore, DeWayne, Dye, Cheryl J.
• Format: Article
• Language: English
• Subjects: Customer services; Customers; Education; Model testing; Training
• ISSN: 0272-6963; 1873-1317
• DOI: 10.1016/j.jom.2016.10.001

In services, which require significant customer participation to create value, customers who lack the knowledge, skills and motivation necessary to participate effectively can negatively impact service quality and cost outcomes. This paper develops a conceptual model to investigate the effectiveness of utilizing customer training and education (CTE) to improve customer readiness to provide effective behaviors in a professional service. The model was tested using survey data from patients diagnosed with diabetes who received CTE as part of their healthcare service. We found that customers who are taught why they have to perform the tasks, have higher levels of motivation to perform these tasks effectively. Further, as proposed by the customer readiness model, when their task performance is higher, they have improved health and lower healthcare costs.