What matters to me! User conceptions of value in specialist cancer care

ABSTRACT

This paper is the first to apply the services marketing framework of service-dominant logic (S-D logic) to enhance understanding of patient conceptualizations of value in the context of cancer health services. Using data from a case study, the findings reveal that ‘value’ is a temporal, experiential, and complex concept. Three dominant themes are identified as contributing to value creation; access to resources, quality of interactions, and resource use. Although these findings show a broad degree of support for the S-D logic framework, distinctive variations emerge from this application in a health-care context.

KEYWORDS:

• Value-in-use
• value co-creation
• service-dominant logic
• specialist cancer services

Acknowledgments

The authors wish to thank all of the participants involved in this study.

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

Wendy Hardyman

Wendy Hardyman is a Research Fellow at Y Lab, School of Social Sciences, Cardiff University. Wendy’s research interests include: value creation and destruction in health care; patient engagement in health care, and the application of services marketing theories and concepts to the context of health care.

Martin Kitchener

Martin Kitchener FCIPD FLSW FAcSS holds a chair in management at Cardiff Business School and is 2018-19 Visiting Fellow at Saїd Business School and Harris Manchester College, University of Oxford. Martin’s research concentrates on issues of organization, performance, and policy in health and social care. In the UK, he has led externally-funded studies of settings including hospitals, residential children’s care, and mental health. Between 1999 and 2007, Martin worked at the University of California (Berkeley and San Francisco) where he studied processes of institutional change in social care, academic health centres, and dentistry. Martin is currently collaborating on a major EU Horizon 20/20 study of public European public service innovations that are based on ideas of co-production and public value (COGOV). The outputs of his research are published widely and have had considerable impact on practice and policy. Between 2012 and 2018 Martin served as Dean of Cardiff Business School and launched its distinctive Public Value Strategy.

Kate L. Daunt

Kate L. Daunt (PhD) is a Professor in Marketing at Cardiff Business School, Cardiff University. Kate’s main area of research is in the field of services marketing. Specifically, her research interests include value creation and destruction during service, service deviance, servicescape design and service failure and recovery. Her research findings have been published widely and she serves on the editorial board of several journals.