An episode describes a time-sequence of health -related events that a patient either performs or is subject to. The process concept should be restricted to describe a set of steps planned and performed by one service productiondevelopments in service research, particularly the Service- dominant Logic (SDL) (Vargo and Lush, 2004), and the Unified Service Theory (Sampson and Froehle, 2006). Both emphasize that in service value is co-created by providers and customers. This article explores ways to develop units of analysis that allow the study of co-creation. The two cases reported below were chosen to illustrate and contrast situations, where a traditional process approach works, and a situation where it needs additional conceptual tools.
An episode describes a time-sequence of health -related events that a patient either performs or is subject to. The process concept should be restricted to describe a set of steps planned and performed by one service productiondevelopments in service research, particularly the Service- dominant Logic (SDL) (Vargo and Lush, 2004), and the Unified Service Theory (Sampson and Froehle, 2006). Both emphasize that in service value is co-created by providers and customers. This article explores ways to develop units of analysis that allow the study of co-creation. The two cases reported below were chosen to illustrate and contrast situations, where a traditional process approach works, and a situation where it needs additional conceptual tools.
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