Breidbach - Service Orchestrators Flashcards

1
Q

Definition of service orchestrators

A

dedicated firm centric actors who facilitate and orchestrate resource integration, and thereby value cocreation, between other interdependent actors in HCSS
(Human centered service systems)

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2
Q

Results of Study I

A

Role of a case manager as a service orchestrator is positively associated with patient satisfaction. This effect is not mediated by how patients perceive their own involvement in the cocreation process.

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3
Q

Results of Study II

A

Employee job satisfaction is not necessarily higher with orchestrators.
Indirect effect of employees perceived higher involvement of customers through service orchestrators can lead to job satisfaction.

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4
Q

Results of Study III

A

Operational and financial performance is increasing with service orchestrators

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