Purpose: The purpose of this paper is to focus on the changing nature of healthcare service encounters by studying the phenomenon of triadic engagement incorporating interactions between patients, local and virtual networks and healthcare professionals. Design/methodology/approach: An 18-month...

Purpose – This paper aims to examine communication channels for in‐home service provision. In particular, it aims to focus on the joint effect of two converging trends: the increase of in‐home services involving high degrees of customer participation;and the extension of the number of...