TY - JOUR
T1 - Blended human-technology service realities in healthcare
AU - Dodds, Sarah
AU - Russell–Bennett, Rebekah
AU - Chen, Tom
AU - Oertzen, Anna Sophie
AU - Salvador-Carulla, Luis
AU - Hung, Yu Chen
N1 - Publisher Copyright:
© 2021, Emerald Publishing Limited.
PY - 2022/1/13
Y1 - 2022/1/13
N2 - Purpose: The healthcare sector is experiencing a major paradigm shift toward a people-centered approach. The key issue with transitioning to a people-centered approach is a lack of understanding of the ever-increasing role of technology in blended human-technology healthcare interactions and the impacts on healthcare actors' well-being. The purpose of the paper is to identify the key mechanisms and influencing factors through which blended service realities affect engaged actors' well-being in a healthcare context. Design/methodology/approach: This conceptual paper takes a human-centric perspective and a value co-creation lens and uses theory synthesis and adaptation to investigate blended human-technology service realities in healthcare services. Findings: The authors conceptualize three blended human-technology service realities – human-dominant, balanced and technology-dominant – and identify two key mechanisms – shared control and emotional-social and cognitive complexity – and three influencing factors – meaningful human-technology experiences, agency and DART (dialogue, access, risk, transparency) – that affect the well-being outcome of engaged actors in these blended human-technology service realities. Practical implications: Managerially, the framework provides a useful tool for the design and management of blended human-technology realities. The paper explains how healthcare services should pay attention to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support and contextualize the study’s conceptual work. A future research agenda is provided. Originality/value: This study contributes to service literature by developing a new conceptual framework that underpins the mechanisms and factors that influence the relationships between blended human-technology service realities and engaged actors' well-being.
AB - Purpose: The healthcare sector is experiencing a major paradigm shift toward a people-centered approach. The key issue with transitioning to a people-centered approach is a lack of understanding of the ever-increasing role of technology in blended human-technology healthcare interactions and the impacts on healthcare actors' well-being. The purpose of the paper is to identify the key mechanisms and influencing factors through which blended service realities affect engaged actors' well-being in a healthcare context. Design/methodology/approach: This conceptual paper takes a human-centric perspective and a value co-creation lens and uses theory synthesis and adaptation to investigate blended human-technology service realities in healthcare services. Findings: The authors conceptualize three blended human-technology service realities – human-dominant, balanced and technology-dominant – and identify two key mechanisms – shared control and emotional-social and cognitive complexity – and three influencing factors – meaningful human-technology experiences, agency and DART (dialogue, access, risk, transparency) – that affect the well-being outcome of engaged actors in these blended human-technology service realities. Practical implications: Managerially, the framework provides a useful tool for the design and management of blended human-technology realities. The paper explains how healthcare services should pay attention to management and interventions of different services realities and their impact on engaged actors. Blended human-technology reality examples – telehealth, virtual reality (VR) and service robots in healthcare – are used to support and contextualize the study’s conceptual work. A future research agenda is provided. Originality/value: This study contributes to service literature by developing a new conceptual framework that underpins the mechanisms and factors that influence the relationships between blended human-technology service realities and engaged actors' well-being.
KW - Blended human-technology service realities
KW - Covid-19
KW - DART
KW - People-centered healthcare
KW - Service robot
KW - Shared control
KW - Well-being
UR - http://www.scopus.com/inward/record.url?scp=85122214351&partnerID=8YFLogxK
U2 - 10.1108/JSTP-12-2020-0285
DO - 10.1108/JSTP-12-2020-0285
M3 - Article
SN - 2055-6225
VL - 32
SP - 75
EP - 99
JO - Journal of Service Theory and Practice
JF - Journal of Service Theory and Practice
IS - 1
ER -