Orchestrating digital transformation through service-dominant logic: a case study of a healthcare platform ecosystem

PURPOSE: This study explores how a healthcare organization can strategically orchestrate a digital platform-based business ecosystem (BE) to drive service innovation, improve care quality, and enhance patient-centered outcomes. Using SH Medicine Corporation in Taiwan as a case study, this research provides new insights into how service-dominant logic (SDL) and digital transformation reshape organizational practices and interorganizational coordination in healthcare. DESIGN/METHODOLOGY/APPROACH: Adopting a qualitative case study approach, this study analyzed SH's ecosystem development through semi-structured interviews, document analysis, and on-site observations. The case illustrates how SH, as a focal actor, integrates hospitals, pharmacies, biotech firms, and digital service platforms into a decentralized yet coordinated system. The analysis draws on the theoretical lenses of SDL, resource orchestration, and business ecosystem theory. FINDINGS: The findings reveal that SH leverages modular platform design, AI-enabled services, and real-time data orchestration to enhance procedural efficiency, service accessibility, and care personalization. By actively engaging with patients and community members as value co-creators, SH redefined the boundaries of traditional healthcare delivery. This study also highlights how SH aligns innovation with national health insurance policies to overcome resource constraints and sustain operational performance. ORIGINALITY/VALUE: This study contributes to the healthcare management literature by demonstrating how platform-based ecosystems and digital transformation can be operationalized to achieve both innovation and equity in healthcare services. It extends the SDL theory to health system design and identifies ecosystem-level resource orchestration as a critical capability for advancing resilient, intelligent, and inclusive healthcare organizations.