The impact of occupational stereotypes in human-centered service systems

verfasst von

Antje Sarah Julia Huetten, David Antons, Christoph F. Breidbach, Erk P. Piening, Torsten Oliver Salge

Abstract

Purpose: The purpose of this paper is to explore the impact that occupational stereotypes held by customers have on value co-creation processes in human-centered service systems (HCSSs) like hospitals. Specifically, by exploring if and how customers’ (i.e. patients’) stereotypes toward frontline employees (e.g. nurses) affect their satisfaction as co-creators of value, this study responds to current service research priorities attempting to understand value co-creation in collaborative contexts like healthcare, and addresses calls to investigate the changing role of health care customers therein. Design/methodology/approach: A field study was conducted in the context of German hospitals, which provides unique empirical evidence into the relationship between patients’ stereotypes toward healthcare professionals and their satisfaction with health services as well as the mediating mechanisms through which such stereotypes affect patient satisfaction. Findings: Negative (positive) stereotypes patients hold toward healthcare occupations decrease (increase) their satisfaction and are associated with perceptions of reduced (improved) patient orientation and patient participation in co-creation. However, only perceived patient orientation partially mediates the link between occupational stereotypes and patient satisfaction. Originality/value: This study develops and tests new hypotheses related to occupational stereotyping in complex HCSSs, and extends previous research on stereotypes in service by exploring the previously unknown mediating mechanisms through which these impact value co-creation processes overall. It furthermore provides important guidance for future research about stereotyping in general, and its impact on value co-creation and HCSS, in particular.

Externe Organisation(en)

Rheinisch-Westfälische Technische Hochschule Aachen (RWTH)
University of Melbourne
Johannes Gutenberg-Universität Mainz

Typ

Artikel

Journal

Journal of service management

Band

30

Seiten

132-155

Anzahl der Seiten

24

ISSN

1757-5818

Publikationsdatum

14.02.2019

Publikationsstatus

Veröffentlicht

Peer-reviewed

Ja

ASJC Scopus Sachgebiete

Betriebswirtschaft, Management und Rechnungswesen (sonstige), Tourismus-, Freizeit- und Gastronomiemanagement, Strategie und Management

Ziele für nachhaltige Entwicklung

SDG 3 – Gute Gesundheit und Wohlergehen

Elektronische Version(en)

https://doi.org/10.1108/JOSM-12-2016-0324 (Zugang: Geschlossen)