University of Oulu

Komulainen, H., Nätti, S., Saraniemi, S., & Ulkuniemi, P. (2022). Towards a holistic customer value approach in managing public health care services: A developers’ view. International Journal of Public Sector Management.

Towards a holistic customer value approach in managing public health care services : a developers’ view

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Author: Komulainen, Hanna1; Nätti, Satu1; Saraniemi, Saila1;
Organizations: 1Oulu Business School, University of Oulu, Oulu, Finland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.2 MB)
Persistent link:
Language: English
Published: Emerald, 2022
Publish Date: 2023-01-10


Purpose: Recent literature within public service logic has called for more explicit conceptualisation of customer value in public services. This study aims to fill this gap by examining how the customer value approach can be applied in the management of public health care services.

Design/methodology/approach: This study is a qualitative case study of management of public health care services in Finland. The authors interviewed 17 regional health care service developers and analyzed the interview data using thematic analysis.

Findings: The study suggests five propositions for applying customer value approach from the marketing literature in public health care service management. The study enables a deeper understanding of customer value creation in this context and improvement of public health care services.

Originality/value: This study contributes to the public management research in general and public service logic research in particular by suggesting what constitutes customer value in public health care services.

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Series: International journal of public sector management
ISSN: 0951-3558
ISSN-E: 1758-6666
ISSN-L: 0951-3558
Issue: Online first
DOI: 10.1108/ijpsm-03-2022-0080
Type of Publication: A1 Journal article – refereed
Field of Science: 512 Business and management
Copyright information: © Hanna Komulainen, Satu N€atti, Saila Saraniemi and Pauliina Ulkuniemi. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at legalcode.