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Abstract
ABSTRACT The digitalization of public services is a growing phenomenon that affects providers and users alike. However, the impact of digitalization on the Public Service Logic remains understudied. We aim to understand how virtual reality impacts private value dimensions in public healthcare. Drawn from a dual-perspective of providers’ and users’ interviews and personal diaries, we contribute to value-in-context by underlining nuances of the user needs and service outcomes. Similarly, value-in-use shows patients’ experimentations and experiences with the virtual reality service. This study contributes to value dimensions, capturing the phenomenological aspects of the public service encounter in a complex digital healthcare ecosystem.
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