Negotiated resource reconfiguration and co-restoration in public healthcare service recovery: An SDL-grounded mid-range theory
DOI:
https://doi.org/10.71085/rjhsa.04.04.148Keywords:
Service Recovery, Service-Dominant Logic, Resource Reconfiguration, Value Co-Restoration, Public Healthcare, Mid-Range Theory, Family Caregivers, Constructivist Grounded TheoryAbstract
Service recovery literature is inherently biased toward the firm-transaction and focuses on recovery as a firm-managed response to a customer complaint and reimbursement (Tax et al., 1998; Smith et al., 1999). In a public health care setting, however, institutional rigidities and norms, resource constraints, and administrative inertia often prevent formal recovery from taking place (Osborne et al., 2013; Skålén et al., 2015). This empirical study develops a new mid-range theory, the Negotiated Reconfiguration Theory of Public Healthcare Service Recovery, based on service-dominant logic (SDL) and constructivist grounded theory (CGT) (Charmaz, 2014). The paper draws on 28 in-depth, theoretically sampled interviews with key informants in primary and secondary public health providers in District Mansehra, Pakistan, to develop an 8-stage Resource Realignment Process model and present eight theoretical propositions (P1–P8). The results show that public healthcare recovery is not so much an apology or a refund on the part of the firm, but rather a highly negotiated, multi-actor practice of reconfiguring resources in the process of recovery, in which informal actors (family caregivers) also function as key recovery workers to re-create and restore value co-creation (Batalden et al., 2016; McColl-Kennedy et al., 2012). The article offers an innovative concept and framework for public health approaches to state, moving from complaint-driven to the integration and resilience of an ecosystem of resources and a multi-actor approach in policy management.
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