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Service innovation through resource integration: An empirical examination of co-created value using telehealth services

Go Jefferies, Josephine; Bishop, Simon; Hibbert, Sally

Authors

Josephine Go Jefferies

SALLY HIBBERT SALLY.HIBBERT@NOTTINGHAM.AC.UK
Professor of Consumer Behaviour



Abstract

Scholars, policymakers and practitioners recognise the potential to improve public services through active citizen involvement and much research has examined the formal opportunities to 'co-produce' changes in the structures and cultures of public services. Yet scholars have devoted little attention to the opportunities for service and social innovation that emerge from the everyday activities of service users and their phenomenological experiences of realising value from service interactions. This qualitative study of telehealth users explores how and why public service beneficiaries co-create value. It argues that understanding citizens' approaches to co-create phenomenological value is a vital component of the collaborative processes that generate social benefit.

Citation

Go Jefferies, J., Bishop, S., & Hibbert, S. (2021). Service innovation through resource integration: An empirical examination of co-created value using telehealth services. Public Policy and Administration, 36(1), 69-88. https://doi.org/10.1177/0952076718822715

Journal Article Type Article
Acceptance Date Nov 27, 2018
Online Publication Date Jan 12, 2019
Publication Date Jan 1, 2021
Deposit Date Nov 28, 2018
Publicly Available Date Mar 29, 2024
Journal Public Policy and Administration
Print ISSN 0952-0767
Electronic ISSN 1749-4192
Publisher SAGE Publications
Peer Reviewed Peer Reviewed
Volume 36
Issue 1
Pages 69-88
DOI https://doi.org/10.1177/0952076718822715
Keywords Co-production; Value co-creation; Telehealth; Service-dominant logic; Health care
Public URL https://nottingham-repository.worktribe.com/output/1317017
Publisher URL https://journals.sagepub.com/doi/abs/10.1177/0952076718822715

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