Whence the well-being of individuals? Organizational roles of a transformative service provider in a healthcare setting

Research output: ThesisDoctoral ThesisCollection of Articles


The advent of the transformative service research (TSR) paradigm underscores the need for service-providing organizations to play a role inimproving the well-being of individuals, collectives, societies, and ecosystems. Understanding organization-driven well-being is valuable for any country irrespective of its development status. However, this is particularly important for the progress of a developing or least-developed country as it deals with many challenges, especially in crucial areas such as healthcare services.

In the discourses of TSR, a healthcare service provider is regarded as a transformative service provider as it has inherent promise to work toward the well-being of healthcare customers and other individuals. Although extant studies in the TSR paradigm address issues related to services and wellbeing, there remains a lack of knowledge on how a healthcare service provider could deploy efforts and initiatives to facilitate the well-being of individuals in a developing country setting. This thesis addresses the gaps by exploring the sources and categories of well-being and empirically examining the influences of organizational efforts and initiatives on healthcare customers’ and employees’ wellbeing.

The findings suggest that a service-providing organization can facilitate well-being by integrating facets of support, technology, service environment and design, and internal practices and arrangements. Apart from the organization-driven sources, well-being can be facilitated by individuals, collectives, service systems, and situational factors. The findings contribute to the extant TSR paradigm by positing that a healthcare service provider’s support and socialization efforts directed toward customers can have differential effects on their well-being. An organization’s efforts to socialize healthcare customers through the provision of information can positively influence their beliefs of doing a particular health-related task and expectations about desired outcomes. The thesis further substantiates that a healthcare service provider’s support and empowerment efforts can play a crucial role in facilitating employee well-being in a developing country setting. Such organization-driven support positively influences employees’ well-being through engagement with their job and organization.

The thesis argues that managers or practitioners need to devise and implement socialization strategies and practices to enhance healthcare customers’ learning and self-management skills. These are crucial for a developing country where many healthcare customers face challenging life conditions and lack health-related learning opportunities. Similarly, designing employee support and empowerment programs by prioritizing employees’ opinions, goals, and values and allowing them to exercise decision-making freedom in the workplace are crucial issues to consider for healthcare service managers or practitioners in developing country settings.
Original languageEnglish
QualificationDoctor of Philosophy
  • Björk, Peter, Degree supervisor
  • Ravald, Annika, Supervisor
Award date02.09.2021
Place of PublicationHelsinki
Print ISBNs978-952-232-439-9
Electronic ISBNs978-952-232-440-5
Publication statusPublished - 2021
MoE publication typeG5 Doctoral dissertation (article)


  • 512 Business and Management
  • transformative service
  • transformative service research
  • healthcare service
  • patient well-being
  • employee well-being
  • developing country


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