Scholars, policymakers and practitioners recognise the potential to improve public services through active citizen involvement and much research has examined the formal opportunities to ‘co-produce’ changes in the structures and cultures of public services. Yet scholars have devoted little attention to the opportunities for service and social innovation that emerge from the everyday activities of service users and their phenomenological experiences of realising value from service interactions. This qualitative study of telehealth users explores how and why public service beneficiaries co-create value. It argues that understanding citizens’ approaches to co-create phenomenological value is a vital component of the collaborative processes that generate social benefit.
AckermanJ (2004) Co-governance for accountability: beyond ‘exit’ and ‘voice’. World Development32(3): 447–463.
2.
AnsellCSorensenETorfingJ (2017) Improving policy implementation through collaborative policymaking. Policy and Politics45(3): 467–486.
3.
ArnouldE (2005) Animating the big middle. Journal of Retailing81(2): 89–96.
4.
ArnouldEJPriceLLMalsheA (2006) Toward a cultural resource-based theory of the customer. In: LuschRFVargoSL (eds) The Service-dominant Logic of Marketing: Dialog, Debate and Directions, Armonk, NY: M E Sharp, pp. 91–104.
5.
ArnouldEJThompsonCJ (2015) Introduction: Consumer culture theory: Ten years gone (and beyond). In: ThyroffAEMurrayJBBelkRW (eds) Consumer Culture Theory: Research in Consumer BehaviorVol. 17, Bingley: Emerald Group Publishing Limited, pp. 1–21.
6.
AskegaardSLinnetJT (2011) Towards an epistemology of consumer culture theory: Phenomenology and the context of context. Marketing Theory11(4): 381–404.
7.
BarnesMPriorD (1995) Spoilt for choice? How consumerism can disempower public service users. Public Money & Management15(3): 53–58.
8.
BatePRobertG (2006) Experience-based design: From redesigning the system around the patient to co-designing services with the patient. BMJ Quality & Safety15(5): 307–310.
9.
BenoitSBakerTLBoltonRN, et al. (2017) A triadic framework for collaborative consumption (CC) – Motives, activities and resources & capabilities of actors. Journal of Business Research79: 219–227.
10.
BovairdT (2005) Public governance: Balancing stakeholder power in a network society. International Review of Administrative Sciences71(2): 217–228.
11.
BovairdTLoefflerE (2012) From engagement to co-production: The contribution of users and communities to outcomes and public value. VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations23(4): 1119–1138.
12.
BovairdTStokerGJonesT, et al. (2015) Activating collective co-production of public services: Influencing citizens to participate in complex governance mechanisms in the UK. International Review of Administrative Sciences82(1): 47–68.
13.
BowerPCartwrightMHiraniSP, et al. (2011) A comprehensive evaluation of the impact of telemonitoring in patients with long-term conditions and social care needs: Protocol for the whole systems demonstrator cluster randomised trial. BMC Health Services Research11: 184–195.
14.
ChathothPAltinayLHarringtonRJ, et al. (2013) Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management32(1): 11–20.
15.
DenhardtRBDenhardtJV (2000) The new public service: Serving rather than steering. Public Adminstration Review60(6): 549–559.
16.
DunstonRLeeABoudD, et al. (2009) Co-production and health system reform – From re-imagining to re-making. Australian Journal of Public Administration68(1): 39–52.
17.
EcheverriPSkålénP (2011) Co-creation and co-destruction: A practice-theory based study of interactive value formation. Marketing Theory11(3): 351–373.
18.
EdvardssonBTronvollBGruberT (2011) Expanding understanding of service exchange and value co-creation: A social construction approach. Journal of the Academy of Marketing Science39(2): 327–339.
19.
FowlerCLeeADunstonR, et al. (2012) Co-producing parenting practice: Learning how to do child and family health nursing differently. Australian Journal of Child and Family Health Nursing9(1): 7.
20.
FungA (2015) Putting the public back into governance: The challenges of citizen participation and its future. Public Administration Review75(4): 513–522.
21.
Fyrberg YngfalkA (2013) ‘It’s not us, it’s them!’ – Rethinking value co-creation among multiple actors. Journal of Marketing Management29(9–10): 1163–1181.
22.
GraeberD (2001) Toward an Anthropological Theory of Value: The False Coin of Our Own Dreams, New York, NY: Palgrave.
23.
GrönroosC (2006) Adopting a service logic for marketing. Marketing Theory6(3): 317–333.
24.
Grönroos C (2009) Towards service logic: The unique contribution of value co-creation. Hanken School of Economics Working Papers. Available at: https://helda.helsinki.fi/handle/10227/466 (accessed 11 November 2013).
25.
GummerusJ (2013) Value creation processes and value outcomes in marketing theory: Strangers or siblings?Marketing Theory13(1): 19–46.
26.
GummessonE (1994) Making relationship marketing operational. International Journal of Service Industry Management5(5): 5–20.
27.
Hegel GWF (2001) The Phenomenology of Mind (1807) (trans by JB Baillie). Blackmask Online.
28.
Helkkula A, Kelleher C and Linna M (2013) Health, cost, prevention and cure – Value and value co-creation in public healthcare. In: Naples Forum on Service 2013.
29.
HelkkulaAKowalkowskiCTronvollB (2018) Archetypes of service innovation. Journal of Service Research21(3): 284–301.
30.
HibbertSWinklhoferHTemerakMS (2012) Customers as resource integrators: Toward a model of customer learning. Journal of Service Research15(3): 247–261.
31.
HirschheimR (1992) Information systems epistemology: An historical perspective. In: GalliersR (ed) Information Systems Research: Issues, Methods and Practical Guidelines, London: Blackwell Scientific Publications, pp. 28–60.
32.
HuwsU (2010) Expression and expropriation: The dialectics of autonomy and control in creative labour. Digital labour: Workers, authors, citizens. Ephemera Theory & Politics in Organization10(3/4): 504–521.
33.
JaakkolaEHelkkulaAAarikka-StenroosL (2015) Service experience co-creation: Conceptualization, implications and future research directions. Journal of Service Management26(2): 182–205.
34.
JoshiAMooreM (2004) Institutionalised co-production: Unorthodox public service delivery in challenging environments. Journal of Development Studies40(4): 31–49.
35.
JungT (2010) Citizens, co-producers, customers, clients, captives? A critical review of consumerism and public services. Public Management Review12(3): 439–446.
36.
LloydPOakA (2018) Cracking open co-creation: Categories, stories, and value tension in a collaborative design process. Design Studies57: 93–111.
37.
LöblerH (2011) Position and potential of service-dominant logic – Evaluated in an ‘ism’ frame for further development. Marketing Theory11(1): 51–73.
NabatchiTSancinoASiciliaM (2017) Varieties of participation in public services: The who, when, and what of coproduction. Public Administration Review77(5): 766–776.
40.
NeedhamC (2008) Realising the potential of co-production: Negotiating improvements in public services. Social Policy & Society7(2): 221–231.
41.
NgICL (2007) Service innovation: converting pareto loss into revenue. Journal of Revenue & Pricing Management44: 1–9.
42.
NgICL (2014) Value & Worth: Creating New Markets in the Digital Economy, Cambridge: Cambridge University Press.
43.
OliverRL (2006) Co-producers and co-participants in the satisfaction process: Mutually satisfying consumption. In: LuschRFVargoSL (eds) The Service-dominant Logic of Marketing: Dialog, Debate, Directions, Armonk, NY: M E Sharp, pp. 118–127.
44.
OsborneSP (2010) The New Public Governance: Emerging Perspectives on the Theory and Practice of Public Governance, Abingdon: Routledge.
45.
OsborneSP (2017a) From public service-dominant logic to public service logic: Are public service organizations capable of co-production and value co-creation?Public Management Review20(2): 1–7.
46.
OsborneSP (2017b) Public management research over the decades: What are we writing about?Public Management Review19(2): 109–113.
47.
OsborneSPMcLaughlinK (2004) The cross-cutting review of the voluntary sector: Where next for local government voluntary sector relationships?Regional Studies38(5): 573–582.
48.
OsborneSPRadnorZKinderT, et al. (2015) The service framework: A public-service-dominant approach to sustainable public services. British Journal of Management26(3): 424–438.
49.
OsborneSPRadnorZNasiG (2012) A new theory for public service management? Toward a (public) service-dominant approach. The American Review of Public Administration43(2): 135–158.
50.
OsborneSPRadnorZStrokoschK (2016) Co-production and the co-creation of value in public services: A suitable case for treatment?Public Management Review18(5): 639–653.
51.
OsborneSPStrokoschK (2013) It takes two to tango? Understanding the co-production of public services by integrating the services management and public administration perspectives. British Journal of Management24: S31–S47.
52.
OstromE (1996) Crossing the great divide: Synergy, and development. World Development24(6): 1073–1087.
53.
ParksRBBakerPCKiserL, et al. (1981) Consumers as coproducers of public services: Some economic and institutional considerations. Policy Studies Journal9(7): 1001–1011.
54.
ParsonsT (1951) Illness and the role of the physician: A sociological perspective. American Journal of Orthopsychiatry21(3): 452–460.
55.
PayneAFStorbackaKFrowP (2008) Managing the co-creation of value. Journal of the Academy of Marketing Science36: 83–96.
56.
PayneAFStorbackaKFrowP, et al. (2009) Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research62(3): 379–389.
57.
PestoffV (2006) Citizens and co-production of welfare services. Public Management Review8(4): 503–519.
58.
PolEVilleS (2009) Social innovation: Buzz word or enduring term?Journal of Socio-Economics38(6): 878–885.
59.
Ravald A (2009) The consumer’s process of value creation. In: Naples Forum on Service 2009.
60.
SangiorgiD (2015) Designing for public sector innovation in the UK: Design strategies for paradigm shifts. Foresight17(4): 332–348.
61.
SchembriS (2006) Rationalizing service logic, or understanding services as experience?Marketing Theory6(3): 381–392.
62.
SkålénPGummerusJvon KoskullC, et al. (2014) Exploring value propositions and service innovation: A service-dominant logic study. Journal of the Academy of Marketing Science43(2): 1–22.
63.
SkålénPPaceSCovaB (2015) Firm-brand community value co-creation as alignment of practices. European Journal of Marketing49(3/4): 596–620.
64.
ThompsonCLocanderWPollioH (1989) Putting consumer experience into consumer research. Journal of Consumer Research16: 133–147.
65.
TynanCMcKechnieS (2009) Experience marketing: A review and reassessment. Journal of Marketing Management25(5–6): 501–517.
66.
VargoSLKoskela-HuotariKBaronS, et al. (2017) A systems perspective on markets – Toward a research agenda. Journal of Business Research79: 260–268.
67.
VargoSLLuschRF (2004) Evolving to a new dominant logic for marketing. Journal of Marketing68(January): 1–17.
68.
VargoSLLuschRF (2008) Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science36(1): 1–10.
69.
VargoSLLuschRF (2016) Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science44: 5–23.
70.
VerleyeKJaakkolaEHodgkinsonIR, et al. (2017) What causes imbalance in complex service networks? Evidence from a public health service. Journal of Service Management28(1): 34–56.
71.
VoorbergWBekkersVFlemigS, et al. (2017) Does co-creation impact public service delivery? The importance of state and governance traditions. Public Money & Management37(5): 365–372.
72.
Voorberg W, Bekkers V and Tummers L (2013) Co-creation and co-production in social innovation: A systematic review and future research agenda (forthcoming). In: EGPA conference, Edinburgh, 11–13 September 2013, p.40.
Voorberg W, Bekkers V and Tummers L (2014b) The keys to successful co-creation: An explanation using causal process tracing. In: EGPA conference. 10–12 September 2014, Mannheim, Germany 320090(320090): 1–32.
75.
VoorbergWHBekkersVJJMTummersLG (2015) A systematic review of co-creation and co-production: Embarking on the social innovation journey. Public Management Review17(9): 1333–1357.
76.
WeinsteinRSLopezAMJosephBA, et al. (2013) Telemedicine, telehealth and mHealth applications that work: Opportunities and barriers. The American Journal of Medicine127(3): 183–187.
77.
WhitakerG (1980) Coproduction: Citizen participation in service delivery. Public Administration Review, June, 240–247.
