Co-Production of Prolonged, Complex, and Negative Services: An Examination of Medication Adherence in Chronically Ill Individuals

Journal of Service Research, Vol. 18, No.3, Pp. 284-302, August 2015

55 Pages Posted: 6 Jul 2016

See all articles by Jelena Spanjol

Jelena Spanjol

Ludwig Maximilian University of Munich (LMU) - Faculty of Business Administration (Munich School of Management)

Anna Shaojie Cui

University of Illinois at Chicago - College of Business Administration

Cheryl Nakata

University of Illinois at Chicago

Lisa Sharp

University of Illinois at Chicago

Stephanie Crawford

University of Illinois at Chicago

Yazhen Xiao

University of Tennessee, Knoxville

Mary Beth Watson-Manheim

University of Illinois at Chicago

Date Written: January 1, 2015

Abstract

This study examines customer co-production in a prolonged, complex, and negative service context — medication adherence in chronically ill individuals. We integrate services and medical perspectives to develop a novel theoretical framework of adherence as a nested system of co-production behaviors, characterized by temporal and scope dimensions. Utilizing a qualitative approach, our findings point to two key insights about co-production in the customer sphere. First, the enactment and form of regular-restricted, intermittent-intermediate, and irregular-expansive co-production behaviors are determined by the characteristics of the customer sphere — that is, co-production is contextualized. Second, the co-production system in the customer sphere is complex and the different levels are interdependent. Our research contributes to the emerging literature on service co-production by elucidating the behaviors through which customers strive towards adherence. The identified co-production framework holds important implications for providers of prolonged and complex services and future research directions.

Keywords: Negative Services, Coproduction, Compliance, Adherence, Qualitative Research, Health Care Services

JEL Classification: I1, L8, M31

Suggested Citation

Spanjol, Jelena and Cui, Anna Shaojie and Nakata, Cheryl and Sharp, Lisa and Crawford, Stephanie and Xiao, Yazhen and Watson-Manheim, Mary Beth, Co-Production of Prolonged, Complex, and Negative Services: An Examination of Medication Adherence in Chronically Ill Individuals (January 1, 2015). Journal of Service Research, Vol. 18, No.3, Pp. 284-302, August 2015. Available at SSRN: https://ssrn.com/abstract=2804234

Jelena Spanjol (Contact Author)

Ludwig Maximilian University of Munich (LMU) - Faculty of Business Administration (Munich School of Management) ( email )

Kaulbachstr. 45
Munich, DE 80539
Germany

Anna Shaojie Cui

University of Illinois at Chicago - College of Business Administration ( email )

601 South Morgan Street
11th Floor
Chicago, IL 60607
United States

Cheryl Nakata

University of Illinois at Chicago ( email )

1200 W Harrison St
Chicago, IL 60607
United States

Lisa Sharp

University of Illinois at Chicago ( email )

1200 W Harrison St
Chicago, IL 60607
United States

Stephanie Crawford

University of Illinois at Chicago ( email )

1200 W Harrison St
Chicago, IL 60607
United States

Yazhen Xiao

University of Tennessee, Knoxville ( email )

The Boyd Center for Business and Economic Research
Knoxville, TN 37996
United States

Mary Beth Watson-Manheim

University of Illinois at Chicago ( email )

1200 W Harrison St
Chicago, IL 60607
United States

Register to save articles to
your library

Register

Paper statistics

Downloads
22
Abstract Views
480
PlumX Metrics