Breidbach - Service Orchestrators Flashcards
Definition of service orchestrators
dedicated firm centric actors who facilitate and orchestrate resource integration, and thereby value cocreation, between other interdependent actors in HCSS
(Human centered service systems)
Results of Study I
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.
Results of Study II
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.
Results of Study III
Operational and financial performance is increasing with service orchestrators