University of Oulu

Vieresjoki, P., Kämäräinen, L., Laukka, E., Suhonen, M., & Kanste, O. (2021). Customer value creation in the development of digital health services: discourse analysis . Finnish Journal of EHealth and EWelfare, 13(2), 160–172.

Customer value creation in the development of digital health services : discourse analysis

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Author: Vieresjoki, Paula1; Kämäräinen, Laura1; Laukka, Elina1,2;
Organizations: 1Research Unit of Nursing Science and Health Management, University of Oulu, Oulu, Finland
2Finnish Institute for Health and Welfare, Helsinki, Finland
3Faculty of Social Sciences, University of Lapland, Rovaniemi, Finland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.3 MB)
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Language: English
Published: Finnish Social and Health Informatics Association, 2021
Publish Date: 2021-08-18


The study’s aim was to describe how customer value creation is reflected in the development of digital health services. To this end, we used discourse analysis to evaluate documentation from the ODA (Self-Treatment and Digital Value Services) project, which provides national-scale digital health services.

Three main discourses emerged: 1) a discourse on the active role of the customer, 2) a discourse on technology that activates the customer to create value, and 3) a discourse on the benefits of customer value creation.

The research provided new insight into customer value creation in digital health service development. Speech about customer value creation was a part of the social reality of the digital health service’s development. The customer appeared as an active player and a key resource within the service. The role of the active customer was considered demanding and responsible. Our findings suggest that the new digital service changed customer behavior, with technology acting as an enabler of this change. Customer activity and information sharing were seen as enablers of value creation and the associated benefits, and there was a willingness to strengthen the customer’s role as a need determiner.

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Series: Finnish Journal of eHealth and eWelfare
ISSN: 1798-0798
ISSN-E: 1798-0798
ISSN-L: 1798-0798
Volume: 13
Issue: 2
Pages: 160 - 172
DOI: 10.23996/fjhw.101343
Type of Publication: A1 Journal article – refereed
Field of Science: 3141 Health care science
Copyright information: Copyright (c) 2021 Finnish Journal of eHealth and eWelfare. This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.