Creating public value in the care at home sector: a mixed-method study about expectations of primary stakeholders using a social exchange perspective

Abstract

Purpose

This mixed-method study aims to contribute to the scholarly debate by outlining an individual-level theoretical framework for public value creation and evaluation that builds upon a social exchange perspective. It provides insights into the normative frames of primary stakeholders in the Dutch care at home sector, that is professionals, managers, clients and informal care providers.

Design/methodology/approach

A mixed-method design comprising a customized survey among 349 stakeholders, preceded by 31 in-depth interviews was used.

Findings

This empirical work shows differences and similarities in the stakeholders' normative frames revealed via three dimensions of expectations regarding the process of care delivery: personal contact, impact of rules and procedures and communication.

Social implications

These differences in interpretation have implications for the measurement and evaluation of public value creation.

Originality/value

By statistically and methodologically exploring the different expectations' scales that are developed, we intend to work toward a measure for public value creation, which can be used in future empirical work.

Citation

Kraus-Hoogeveen, S., Peters, P., Van der Pool, E. and Van der Heijden, B. (2020), "Creating public value in the care at home sector: a mixed-method study about expectations of primary stakeholders using a social exchange perspective", Journal of Health Organization and Management, Vol. 34 No. 7, pp. 807-828. https://doi.org/10.1108/JHOM-11-2019-0317