publication . Article . 2018

Co-Creation of Public Services; Levels of Customers’ Participation

Milda Damkuviene; Evandzelina Petukiene;
Open Access English
  • Published: 15 Apr 2018 Journal: Advanced Journal of Social Science (issn: 2581-3358, eissn: 2581-3358, Copyright policy)
  • Publisher: AIJR Publisher
<jats:p>Customer participation is one of the critical research issues in service management. This study draws on the client participation concept to explore the content and levels of customer participation in public services (Lithuanian elderships). By integrating Unified Service theory, Service Dominant logic, and using a research design with 12 interviews and 600 participating customer survey, the study confirms the three level customer participation model, identifies four categories of participating customers and shows how sociodemographic characteristics affect customer participation level. Data suggest that public service providers need to pay attention to ...
free text keywords: Lithuania ; Community engagement and advocacy ; customer participation ; Service co-creation ; Participation levels, community engagement and advocacy, customer participation, service co-creation, participation levels, Client participation, Business, Co-creation, Customer participation, Service management, Research design, Critical research, Public service, Service-dominant logic, Marketing
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