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

Milda Damkuviene; Evandzelina Petukiene

doi:10.21467/ajss.2.1.40-47

Authors

Milda Damkuviene Business and Public Management Dept., Siauliai University, Siauliai, Lithuania
Evandzelina Petukiene Business and Public Management Dept., Siauliai University, Siauliai, Lithuania

DOI:

https://doi.org/10.21467/ajss.2.1.40-47

Abstract

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 surveys, 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 customer participation management (identification, selection, education and motivation).

Keywords:

community engagement and advocacy, customer participation, service co-creation, participation levels

Downloads

Download data is not yet available.

References

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.

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.

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.

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.

Joshi, A., Moore, M. (2004). Institutionalised Co-production: Unorthodox Public Service Delivery in Challenging Environments. Journal of Development Studies, 40(4), 31–49.

Kelley, S., James, H. & Steven, S. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315–335.

Kinard, B. R., Capella, M. L. (2006). Relationship marketing: the influence of consumer involvement on perceived service benefits. Journal of Services Marketing, 20(6/7), 359–368.

Kreiken, W. (2008). Eight levels of public participation. In Coastal Wiki. Retrieved October 1, 2017.

Lusch, R. F., Vargo, S. L. (2006). Service-dominant logic as foundation for the general theory. In Lusch R. F., Vargo S. L. (Ed.), The service-dominant logic of marketing: Dialog, Debate, and Directions (p.p. 406-420) New York: M. E. Sharpe.

Mottiar, Sh., White, F. (2003). Co-production as a Form of Service Delivery: Community Policing in Alexandra Township.

Needham, C., Carr, S. (2009). Co-production: an Emerging Evidence Base for Adult Social Care Transformation. Research Briefing 31. London: Social Care Institution for Excellence.

O’Hern, M. S. & Rindfleisch, A. (2009). Customer Co-Creation: A Typology and Research Agenda. Review of Marketing Research, 6, 84–106.

Osborne, S. P. Radnor, Z., Strokosch, K. (2016). Co-production and the co-creation of value in public services: a suitable case for treatment? Public Management Review, 18(5), 639–653.

Parker, C. & Ward, P. (2000). An analysis of role adoptions and scripts during customer-to-customer encounters. European Journal of Marketing, 34(3/4), 241–358.

Prahalad, C. K., Ramaswamy, V. (2000). Co-opting Customer Competence. Harvard Business Review, 78(1), 79–87.

Prahalad, C. K., Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9.

Rodie, A. R., Kleine, S. S. (2000). Customer Participation in Services Production and Delivery. In T. A. Swartz and D. Iacobucci (Eds.), Handbook of Services Marketing and Management (p.p. 111-125). Beverley Hills, California: Sage Publications.

Sampson, S. E., Froehle C.M. (2006). Foundations and Implications of a Proposed Unified Services Theory. Production and Operations Management, 15(2), 329 – 343.

Stembert, N. (2011). Participations and co-creation in Public Domain. Master Thesis Design for Interaction Industrial Design Engineering.

Vargo, S. L., Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1–17.

Voorberg, W. H., Bekkers, V. J. J. M. & Tummers, L. G. (2015). A Systematic Review of Co-Creation and Co-Production: Embarking on the social innovation journey. Public Management Review, 17(9), 1333–1357.

Yen, H.R., Gwinner, K.P., Su, W. (2004). The Impact of Customer Participation and Service Expectation on Locus Attributions Following Service Failure. International Journal of Service Industry Management, 15(1), 7–26.