Value co-creation at service user interface: contribution of public service professionals
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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 is a process aimed at improving services by engaging the cooperation of service users. In this process, service frontline professionals directly influence service pathways, outcomes and service users’ experiences. Drawing on interviews with 56 public service professionals and managers, we explore how professionals contribute to value co-creation in public wellbeing services in Finland. Through abductive analysis, we identify key elements of professional contribution to public service value co-creation and the persistent presence of value tensions. We discover that, given the opportunity, professionals convey information on the functionality of co-creation processes at the service interface and enable organizational learning. Therefore, this study concludes that recognizing the multi-faceted roles of professionals and value tensions also promote the development of professional competence, organizational practices and the service system.
Emojulkaisu
ISBN
ISSN
1471-9045
1471-9037
1471-9037
1471-9037
1471-9037
Aihealue
Kausijulkaisu
Public management review
OKM-julkaisutyyppi
A1 Journal article (peer-reviewed)
A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä (vertaisarvioitu)
A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä (vertaisarvioitu)