ABSTRACT Public service logic (PSL) acknowledges the pivotal role of citizen participation in value creation, yet the effect of citizens’ conscious engagement on public service delivery and co-creation of value with public service organizations (PSOs) remains underexplored. This study addresses this issue through empirical research on the interactional text data between users and PSOs on an online responsive service platform in Beijing, China. The study contributes by unveiling evidence of users’ conscious engagement and input and examines its influence on PSOs’ responsiveness and service outcomes. Furthermore, it extends the research on value co-creation within digital platforms.

Full Text
Published version (Free)

Talk to us

Join us for a 30 min session where you can share your feedback and ask us any queries you have

Schedule a call