Citizens engaging in public service provision: value co-creation or hard work?
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© 2025 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
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.
Emojulkaisu
ISBN
ISSN
1471-9045
1471-9037
1471-9037
Aihealue
Kausijulkaisu
Public management review
OKM-julkaisutyyppi
A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä (vertaisarvioitu)