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
Abstract
<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 ...
Subjects
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
Related Organizations
33 references, page 1 of 3

Alford, J. (2009). Engaging Public Sector Clients. From Service-Delivery to Co-production. London: Palgrave MacMillan.

Arnstein, S. R. (1969). A Ladder of Citizen Participation. Journal of the American Institute of Planners, 35(4), 216-224.

Arnould, E. J., Price, L. L., Malshe, A. (2006). Toward a Cultural Resource-Based Theory of the Consumer. In Lusch R. F., Vargo S. L. (Ed.), The service-dominant logic of marketing: Dialog, Debate, and Directions (p.p. 91-104). New York: M. S. Sharpe.

Bitner, M.J., Faranda, W.T., Hubbert, A.R. & Zeitham, V.A. (1997). Customer Contributions and Roles in Service Delivery. International Journal of Service Industry Management, 8(3), 193-205. [OpenAIRE]

Claycomb, C., Lengnick-Hall, C. A., Inks, L. W. (2001). The Customer as a Productive Resource: a Pilot Study and Strategic Implications. Journal of Business Strategies, 18, 47-69.

Durose, C., Needham, C., Mangan, C. & Rees, J. (2015). Generating 'good enough' evidence for coproduction. Evidence and Policy, 1-17.

Etgar, M. A (2008). Descriptive Model of the Consumer Co-production Process. Journal of the Academy of Marketing Science, 36, 97-108.

Francis Gouillart & Tina Hallett (2015). Co-Creation in Government. Stanford social innovation review, 13(2), 40-47.

Grissemann, U. S., Stokburger-Sauer N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33, 1483-1492. [OpenAIRE]

Harris, K., Baron, S. & Davies, B. (1999). What sort of soil do rhododendrons like?-comparing customer and employee responses to requests for product-related information. The Journal of Services Marketing, 13(1), 21-37.

Harris, K., Baron, S. & Ratcliffe, J. (1995). Customers as oral participants in a service setting. Journal of Services Marketing, 9(4), 64-76.

Hoyer, W.D., Chandy, R., Dorotic, M., Krafft, M., Singh, S. S (2010). Consumer Cocreation in New Product Development. Journal of Service Research, 13(3), 283-296. [OpenAIRE]

Hsieh, A. T., Yen, C. H, Chin, K. C. (2004). Participative Customers as Partial Employees and Service Provider Workload. International Journal of Service Industry Management, 15(2), 187-199.

Jacob, F., Rettinger, B. (2010). The Role of customer co-production in value creation. Proceedings of the Naples Forum on Service.

John, J. D. (2003). The Effects of Employee Service Quality Provision and Customer Personality Traits on Customer Participation, Satisfaction, and Repurchase Intentions. Doctoral Dissertation, Louisiana State University.

33 references, page 1 of 3
Powered by OpenAIRE Research Graph
Any information missing or wrong?Report an Issue