Citizens engaging in public service provision: value co-creation or hard work?
Year: 2025
Type: article
Abstract: Value co-creation (VCC) in public service provision has become increasingly influential in public administration and management research and practice, although empirical research reflecting on its proposed benefits is lacking. We address this lacuna through a study of social insurance services in Sweden. The findings are analysed based on the literature on VCC and by drawing on research carried out in the private sector, which suggests that exploitative consumer work ensues when citizens engage in service provision. The results show that public service provision entails a mix of VCC and consumer work with an emphasis on the latter.
Source: Public Management Review
Authors: Per Skålén, Robin Bankel, Johan Kaluza
Institutions: Karlstad University, University of Vaasa, Mälardalen University
Language: English
Subfield: Public Administration
Field: Social Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4408969505