information asymmetry with health care customers being viewed
as separate and outside the firm, merely a passive recipient of what
a firm does (Deshpande 1983; Payne, Storbacka, and Frow 2008).
This view has been prevalent in health care (Berry and Bendapudi
2007; Holman and Lorig 2000). However, this is changing with
health care customers cocreating value by integrating resources
from health care providers and also from others outside the traditional
health care setting, such as complementary therapies, and
with the customer’s private sources such as peers, family, and
friends, and through self activities (McColl-Kennedy, Vargo, Dagger,
Sweeney and van Kasteren 2012).