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

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

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Published

2018-04-15

Issue

Section

Survey Article

How to Cite

Damkuviene, M., & Petukiene, E. (2018). Co-Creation of Public Services; Levels of Customers’ Participation. Advanced Journal of Social Science, 2(1), 40–47. https://doi.org/10.21467/ajss.2.1.40-47