Service Co-creation Research Articles

Using IoT Assistive Technologies for Older People Non-Invasive Monitoring and Living Support in Their Homes.

Many western societies are confronted with issues in planning and adapting their health policies due to an ageing population living alone. The “NOt Alone at Home—NOAH” project aimed to involve older people in the Agile co-creation of services for a collaborative monitoring and awareness notification for remote caregivers. Our research aim was to create a scalable and modern information system that permitted a non-invasive monitorization of the users for keeping their caregivers up to date. This was done via a cloud IoT (Internet of Things), which collects and processes data from its domotic sensors. The notifications generated by the system, via the three applications we developed (NOAH/NOAH Care/Admin Centre), offer caregivers an easy way of detecting changes in the day-to-day behaviour and activities of their patients, giving them time to intervene in case of abnormal activity. Such an approach would lead to a longer and more independent life for the older people. We evaluated our system by conducting a year-long pilot-study, offering caregivers constant information from the end-users while still living independently. For creating our pilot groups, we used the ABAS (Adaptive Behaviour Assessment System) II, which we then matched with the pre-profiled Behavioral Analysis Models of older people familiar with modern communication devices. Our results showed a low association between daily skills and the sensors we used, in contrast with the results from previous studies done in this field. Another result was efficiently capturing the behaviour changes that took place due to the COVID-19 Lockdown measures.

Implementation of Personalized Scenic Spot Recommendation Algorithm Based on Generalized Regression Neural Network for 5G Smart Tourism System.

On the basis of the analysis of the evolution dynamics and the process of smart tourism service, this paper constructs the evolutionary game model of smart tourism service and reveals the evolution mechanism of smart tourism service based on the network platform. Based on the strategic main line of “advantages,” it proposes the design ideas and overall framework of the smart tourism service model based on the network platform, including the smart tourism information interactive service model, the element collaborative service model, and the value cocreation service model. The comparison of recommendation results shows that the recommendation error of the genetically improved generalized regression neural network algorithm is reduced, and the recommendation accuracy is better than that of the unimproved generalized regression neural network algorithm. In the recommendation scenario of click-through rate recommendation, the existing recommendation models are difficult to meet the functions of memory and generalization at the same time and cannot fully mine and combine low-level features, and the model parameters of the deep learning model are difficult to learn under the high-dimensional sparse data set of the recommendation system. To solve the problem of generalization, this paper proposes a deep CTR recommendation model based on the gradient boosting tree and factorization machine. It can fully mine low-level feature information and automatically realize low-level feature combination, which can better learn model parameters on high-dimensional sparse data sets, and the recommendation results are no longer overgeneralized. In this paper, simulation experiments are carried out on the data set, and the related recommendation models are compared. The experimental results show that the model proposed in this paper achieves better results in both the AUC (area under ROC curve) evaluation index and the cross-entropy evaluation index.

The impact of value co-creation in sustainable services: understanding generational differences

PurposeThe service industry has been facing many challenges connected to sustainable practices and how they affect final consumers. This paper aims to explore the impact of value co-creation (VCC) on customer-based brand equity and satisfaction, the latter being considered in terms of overall and green customer satisfaction. Moreover, considering the influence that a consumer’s age has on their behaviour, this paper analyses the moderating role of generational cohorts (Centennials vs. Millennials) on the direct interactions between the examined variables.Design/methodology/approachThe empirical study was conducted in hotel companies, which place a strong emphasis on customer service and as such provide valuable implications for the industry. The data were collected from 263 hotel guests in Ukraine in 2018 using a structured closed-response face-to-face survey. Partial least squares structural equation modelling was used to test the hypothesised relationships. Multi-group analysis was conducted to examine the moderating role of the generational cohort.FindingsThe results show that customer perception of VCC positively influences brand equity. The findings also indicate that brand equity mediates the relationship between VCC, overall customer satisfaction and green customer satisfaction. In addition, it is demonstrated that generational cohorts moderate the relationships between VCC and overall customer satisfaction.Practical implicationsThis study suggests that service companies should create more opportunities for VCC activities, not only to increase their customers’ participation in green practices but also to enhance brand equity and satisfaction to gain more competitive advantages.Originality/valueThe contribution of this study lies in considering value co-creation as a novel driver of brand equity, overall customer satisfaction and green customer satisfaction through the lens of sustainability in service-based companies. Examining the moderating role of the generational cohort provides significant insights into the impact of value co-creation through different groups of customers.

Antecedents and Outcomes of Service Co-Creation in the Sharing Economy

The study focuses on service co-creation in the sharing economy, where platform operators mediate the relationship between customers and potential service providers. Service co-creation consists of information sharing, interaction, and responsible behavior that customers undertake voluntarily or willingly to create an experience of value. Based on S-D logic, a theoretical model of service co-creation was developed and tested through structural equation modeling using survey data from 627 respondents in Sydney, Australia. The results provide strong empirical support for the hypothesized relationships between service co-creation, its determinants and impact on customer satisfaction. The implications on theory development and for property owners and platform operators are discussed.

Co-creation of a Scalable Climate Service for Kenyan Smallholder Farmers

Climate change is already impacting the horticulture sector in Kenya. Even though the effects of climate change will be severe, adaptation to climate change still has little priority at the local and county level. This paper discusses the development of the agricultural climate atlas for Kajiado and Kiambu counties in Kenya as a climate information service to support the horticulture sector. This climate service for smallholder farmers aims to bridge the gap between climate research and data provision and the uptake by farmers and farmer organizations on the ground. Rather than developing a generic service for the whole of the country, we followed a local, bottom-up approach. Working at the county level, we tried to capture local needs. The result is a co-created atlas for two counties, for specific crops. The approach can be scaled up to other counties and other crops. We elaborate on our approach, and discuss lessons learned, challenges, and future work opportunities. The development of the climate atlas shows the importance of co-creation and user engagement. In addition, flexibility in the output and process was crucial. The main challenge remains to keep engagement high after completion of the project.

Using Autonomous Teams to Improve Quality of Life of People with Intellectual Disabilities

This research study tested an intervention, based on autonomous teams and the service co-creation approach, to improve the social inclusion and self-determination (as indicators of quality of life) of people with intellectual disability. Members of the autonomous teams (professionals, people with intellectual disability, and family members) cooperated to plan and carry out a project. A total of 72 autonomous teams participated (experimental condition). Each team designed its action plan to be implemented during eight weeks. Three measurement times were used: before the intervention (T1), four (T2) and eight (T3) weeks after the starting point. Family members (experimental group, N = 117; control group, N = 187) reported on the social inclusion and self-determination of their relative with intellectual disability. Scores in the control group remained stable over time, whereas scores in the experimental group changed significantly. Social inclusion increased (T2), and later stabilized (T3). By contrast, self-determination increased (T2), but this improvement was subsequently reduced (T3).

Service co-creation in destination exporting - does decision-making logic foster the service co-creation process in designing new services

Service co-creation in destination exporting - does decision-making logic foster the service co-creation process in designing new services

Service co-creation in destination exporting - does decision-making logic foster the service co-creation process in designing new services

Service co-creation in destination exporting - does decision-making logic foster the service co-creation process in designing new services

EVALUATION OF VALUE MARKETING APPROACH IN TOURISM DURING THE MODERN AND POSTMODERN ERA

Aim: Co-creation of goods and services is a major source of innovation activity and a competitive advantage carried out by firms. The value is co-created by interactions between different actors in the service system. As a part of this process, firms are able to identify the needs and aspirations of customers by bringing their perspectives together. In the current study, the concept of value was studied in the context of the modern and post-modern period, and within the framework of marketing 1.0, 2.0, 3.0, 4.0, and 5.0, laying out key determinants of value in modern and post-modern periods. Method: It is a conceptual study in content. In both periods, value marketing and the high value creation strategies were focused on and the creation of value in tourism activities was studied. Finding: The finding of the study is to contribute to current marketing approaches through a value pespective, taking into account past-era approaches in the field of tourism marketing. Conclusion: In the conclusion part of the study, Recommendations on how high value can be created in terms of tourism enterprises have been presented and guided to studies that are considered to be carried out on the topic.

The role of value co-creation service in the user satisfaction of Airbnb in China

The role of value co-creation service in the user satisfaction of Airbnb in China

The role of value co-creation service in the user satisfaction of Airbnb in China

The role of value co-creation service in the user satisfaction of Airbnb in China

Value co-creation in services for animal companions

PurposeAs other actors in the service ecosystem often have a pivotal role in value creation for actors experiencing vulnerability, this paper aims to explore caregiving customer value co-creation in services for animal companions.Design/methodology/approachStudy 1 follows a two-step procedure, using two different qualitative approaches (interviews and observations) to identify caregiving customer value co-creation activities. Study 2 serves to empirically test a higher-order structure of caregiving customer participation behaviour in value co-creation and test for differences regarding customer and service characteristics (questionnaire survey; n = 680).FindingsThe results reveal the existence of various value co-creation activities towards the service provider (e.g. cooperation under consideration of the animal companion’s needs) and animal companion (e.g. emotional support). Significant differences in individual caregiving customers’ activities were found regarding gender, age, type of service and animal companion. Caregiving customer value co-creation is influenced by emotional attachment and has a positive effect on value outcomes for both the caregiving customer and the animal companion.Originality/valueThis study extends and enriches customer value co-creation literature by providing innovative findings on various such caregiving activities and value outcomes in services for (non-human) actors experiencing vulnerability. It also adds knowledge by showing differences in customer value co-creation behaviour regarding specific customer and service characteristics.

Empowering first-line managers as change leaders towards co-creation culture: the role of facilitated sensemaking

IMPACT Implementing methodical co-creation as a new norm or social innovation in disability services takes more than regulatory policy steering or just delegating the change leadership mandate to first-line managers (FLMs). First, motivating and empowering FLMs requires sensemaking that is grounded in asset-based and sense-of-coherence approaches that both recognize and disturb their situated service narrative. Facilitated collective dialogues that are based on deep listening and salutogenic approach may help promote change towards the co-creative service culture. Second, pathological narratives that weaken FLMs’ motivation and perceived abilities may be gradually transformed to instead empower them for change leadership.

Co-Creation of Public Services in the European Union. Concepts, Approaches and Practice

Abstract The concept of co-creation of public services, which is the essence of this thematic issue of Polish Political Science Review, is part of the current debate on the modernization of the delivery system in the European Union upon Europeanization and globalization. Hence, the purpose of this paper is to enhance the understanding of the factors that assist the co-creation in public service delivery and its capabilities on the both conceptual and practical level. The article works towards presenting the perspective in public governance by examining key aspects which make the ecosystem of the co-creation of public services. In addition, it is intended as an introduction to this thematic issue, and it is a basis for a better understanding of topics discussed in individual articles by authors representing the European research community and non-governmental organizations. The authors present, in detail, considerations on both approach-oriented perspectives and empirical findings, which refer to various socio-cultural, political and economic contexts in different regions of the European Union. To achieve the research aim, following research questions were developed: What concepts and approaches reflect the idea of co-creation of public services in the European Union? Do they impact the institutional practice? Thus, the first part of the article discusses the key concepts and approaches with the aim to provide guidance and a joint understanding, and then introduces the main notions which make up the ecosystem of the co-creation of public services in the European Union understood as a method (citizens’ participation), a process (social innovation) and a system (public governance). The last part of the article is a reflection on challenges and limitations as well as stimulants that determine its practicing in changing settings and contexts.

The role of co-production in Learning Health Systems.

BackgroundCo-production of health is defined as ‘the interdependent work of users and professionals who are creating, designing, producing, delivering, assessing, and evaluating the relationships and actions that contribute to the health of individuals and populations’. It can assume many forms and include multiple stakeholders in pursuit of continuous improvement, as in Learning Health Systems (LHSs). There is increasing interest in how the LHS concept allows integration of different knowledge domains to support and achieve better health. Even if definitions of LHSs include engaging users and their family as active participants in aspects of enabling better health for individuals and populations, LHS descriptions emphasize technological solutions, such as the use of information systems. Fewer LHS texts address how interpersonal interactions contribute to the design and improvement of healthcare services.ObjectiveWe examined the literature on LHS to clarify the role and contributions of co-production in LHS conceptualizations and applications.MethodFirst, we undertook a scoping review of LHS conceptualizations. Second, we compared those conceptualizations to the characteristics of LHSs first described by the US Institute of Medicine. Third, we examined the LHS conceptualizations to assess how they bring four types of value co-creation in public services into play: co-production, co-design, co-construction and co-innovation. These were used to describe core ideas, as principles, to guide development.ResultAmong 17 identified LHS conceptualizations, 3 qualified as most comprehensive regarding fidelity to LHS characteristics and their use in multiple settings: (i) the Cincinnati Collaborative LHS Model, (ii) the Dartmouth Coproduction LHS Model and (iii) the Michigan Learning Cycle Model. These conceptualizations exhibit all four types of value co-creation, provide examples of how LHSs can harness co-production and are used to identify principles that can enhance value co-creation: (i) use a shared aim, (ii) navigate towards improved outcomes, (iii) tailor feedback with and for users, (iv) distribute leadership, (v) facilitate interactions, (vi) co-design services and (vii) support self-organization.ConclusionsThe LHS conceptualizations have common features and harness co-production to generate value for individual patients as well as for health systems. They facilitate learning and improvement by integrating supportive technologies into the sociotechnical systems that make up healthcare. Further research on LHS applications in real-world complex settings is needed to unpack how LHSs are grown through coproduction and other types of value co-creation.

The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

A Scoping Review of Empirical Evidence on (Digital) Public Services Co-Creation

The public sector is facing significant challenges regarding public services provision, including declination of users’ trust and limited resources. An alternative approach to traditional public service provision with the potential to address these challenges is the co-creation of public services. Co-creation promises to foster innovative solutions to provide high-quality services that respond to users’ needs. Considering this background, we aim at critically exploring public service co-creation via a scoping review, employing the PRISMA-ScR method. Our review focuses on 25 empirical studies out of 75 analyzed articles that examine the implementation of co-creation of (digital) public services and investigates how the empirical literature portrays the concept of public service co-creation. Our findings primarily suggest that co-creation can be implemented in a wide range of sectors and settings, to improve public services and to foster innovation, throughout the whole public service cycle, using a variety of digital, analog and hybrid co-creation tools and strategies. Yet, our review has also shown that there is still an implementation gap that needs to be bridged between knowing and doing in the context of public services co-creation in a digital setting.

When Governance Theory Meets Democratic Theory: The Potential Contribution of Cocreation to Democratic Governance

Abstract Building on recent public administration research on service coproduction and cocreation, this article draws out the democratic potential of new forms of collaborative governance between the democratic state and civil society. Within democratic theory, cocreation has many similarities with the concept of deliberative mini-publics, but it goes beyond a “talk-centric” view to emphasize the active role of civil society in creative problem-solving and public innovation. The article argues that combining insights and perspectives from both democratic theory and governance theory can provide stronger foundations for a participatory democracy that complements rather than replaces representative democracy. The article concludes with an exploration of some of the legitimation challenges that democratic cocreation might face in practice.

Grants for Local Community Initiatives as a Way to Increase Public Participation of Inhabitants of Rural Areas

Increasing the participation of inhabitants in the activities of local authorities has been one of the topics in the discussion on sustainable development for a long time. In rural development, there is also a demand for increasing the participation of inhabitants. This is possible thanks, among other things, to tools that enhance bonds in local communities, encompassing processes based on the mechanisms of the co-creation and co-production of public services, or various forms of participation in the decision-making processes of self-government. In Poland, some regional self-governments (voivodeships) have introduced solutions based on a system of grants for small local communities (villages/sołectwa) linked to deliberative participation, co-creation, and co-production processes. The goal of this article is thus to analyse the design, operation, and scale of grant mechanisms implemented by regional authorities for local communities in Poland’s rural areas (sołectwa). The first stage of the research process was a review of the literature, followed by analysis of the existing solutions and mechanisms for supporting small local communities in individual regions of Poland by financing or co-financing projects that engage inhabitants in the co-creation and co-production of public goods or services. Based on this, the key assumptions considered when creating this type of mechanism of support by voivodeship self-governments were determined. A subsequent stage of research involved analysing the case study of a solution introduced in 2016 by the Łódź regional self-government. The research results indicate that the analysed grant system model stimulates local communities that were previously passive/excluded by other programmes and that, as a result of the stable conditions of a grant contest, the process of “learning” and “imitating” the actions of the communities that succeeded occurs. The research results indicate that the proposed system of grants, which is conditionally based on the participation and co-operation of the inhabitants, seems to be an effective means of activating communities. The findings also point to features that could determine the success of the introduced grant model, such as its simplicity, limiting the bureaucracy (partially limiting the influence of local authorities on who obtains grants), and the transparency of the procedure.

Debate: The unintended consequences of co-creation in public services—the role of professionals and of civil society organizations

Debate: The unintended consequences of co-creation in public services—the role of professionals and of civil society organizations