Blended human-technology service realities in healthcare

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dc.citation.issue1
dc.citation.volume32
dc.contributor.authorDodds S
dc.contributor.authorRussell-Bennett R
dc.contributor.authorChen T
dc.contributor.authorOertzen A-S
dc.contributor.authorSalvador-Carulla L
dc.contributor.authorHung Y-C
dc.date.available13/01/2022
dc.date.issued5/01/2022
dc.description.abstractPurpose – 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
dc.description.publication-statusPublished
dc.format.extent75 - 99
dc.identifierhttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000740727700001&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=c5bb3b2499afac691c2e3c1a83ef6fef
dc.identifier.citationJOURNAL OF SERVICE THEORY AND PRACTICE, 2022, 32 (1), pp. 75 - 99
dc.identifier.doi10.1108/JSTP-12-2020-0285
dc.identifier.elements-id450253
dc.identifier.harvestedMassey_Dark
dc.identifier.issn2055-6225
dc.identifier.urihttps://hdl.handle.net/10179/16836
dc.publisherEmerald
dc.relation.isPartOfJOURNAL OF SERVICE THEORY AND PRACTICE
dc.subjectBlended human-technology service realities
dc.subjectPeople-centered healthcare
dc.subjectShared control
dc.subjectDART
dc.subjectWell-being
dc.subjectService robot
dc.subjectCovid-19
dc.titleBlended human-technology service realities in healthcare
dc.typeJournal article
pubs.notesNot known
pubs.organisational-group/Massey University
pubs.organisational-group/Massey University/Massey Business School
pubs.organisational-group/Massey University/Massey Business School/School of Communication, Journalism and Marketing
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