Breidbach - Service Orchestrators

Question 1

Definition of service orchestrators

Answer 1

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

Question 2

Results of Study I

Answer 2

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.

Question 3

Results of Study II

Answer 3

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.

Question 4

Results of Study III

Answer 4

Operational and financial performance is increasing with service orchestrators