Customer value cocreation activities

Abstract

Purpose The purpose of this paper is to suggest a typology of customer value cocreation activities and explore the psychological drivers and quality of life outcomes of such activities in a complex health care service setting. Design/methodology/approach Focus groups with people with Type 2 diabetes and in-depth interviews with diabetes educators were conducted. Findings Four types of customer value cocreation activities were found (mandatory (customer), mandatory (customer or organization), voluntary in-role and voluntary extra-role activities). In addition, health locus of control, self-efficacy, optimism, regulatory focus and expected benefits are identified as key psychological factors underlying the customers’ motivation to be active resource integrators and resulting in physical, psychological, existential and social well-being. Originality/value The study highlights the various types of customer value cocreation activities and how these affect the various quality of life dimensions.