Journal article

The impact of occupational stereotypes in human-centered service systems

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

Journal of Service Management | EMERALD GROUP PUBLISHING LTD | Published : 2019

Abstract

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.