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The impact of service separation on value: A longitudinal study of user and provider experiences in a mental health service
Digital innovations are changing how public organizations deliver services through the creation of service separation. Service separation refers to the decoupling of service production and consumption in digital platforms, which affects both users and providers alike. Since the global pandemic, service separation has become established in many healthcare settings, though little is known about how it has been experienced by service actors in specialist service settings such as mental healthcare. Positioned at the (sub)microlevel of service interaction, our study provides a dual view of service separation to reveal its influence on value (co)creation and potential for value destruction in a 12-month longitudinal study. The findings draw on three waves of semi-structured interviews (n=67), an end-of study focus group with patients and psychologists, and qualitative diary entries. Integrating service actors' attitudes, beliefs, and experiences over time, the article presents the Service Separation Value Journey to show how digital service separation shapes value creation/destruction in specialized healthcare settings.
- Loughborough Business School
Published inPublic Administration
- AM (Accepted Manuscript)
Rights holder© John Wiley & Sons Ltd.
Publisher statementThis is the peer reviewed version of the following article: Leite, H., Hodgkinson, I. R., & Volochtchuk, A. V. L. (2023). The impact of service separation on value: A longitudinal study of user and provider experiences in a mental health service. Public Administration, 1–24. https://doi.org/10.1111/padm.12973, which has been published in final form at https://doi.org/10.1111/padm.12973. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited.