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Effects of e-government on service design as perceived by employees
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
2008 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 18, no 5, 457-478 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to describe and analyse the effects of e-government on service design as perceived by employees.

Design/methodology/approach – The study uses semi-structured interviews with middle managers and front-line employees, complemented by documentary analysis, to investigate how the introduction of e-government has affected service design in two Swedish public-sector organisations.

Findings – The analysis reveals five dimensions of change in the design of services as a result of the introduction of e-government: service encounter and service process; customers as co-creators and sole producers of services; efficiency; increased complexity; and integration. The study discusses the significance of these findings with particular examples from transcriptions of the interviews.

Research limitations/implications – This study is rather limited and exploratory in nature; however, it does provide useful information on the categories of change in the redesign of services for e-government and it does point the way to important avenues of future research in this field.

Practical implications – Four practical implications flow from the present research: managers should involve both employees and customers in projects and processes during the introduction of e-government services; the services must be redesigned to ensure that the benefits of the information and communication technologies systems are fully realised; the introduction of e-government might require more time being made available to assist certain customers who are in need of extra time and support from employees; and the time that is saved as a result of the introduction of e-government must be profitably utilized by careful advance planning.

Originality/value – The study makes an original contribution by identifying five categories of change in the design of services in the context of the introduction of e-government.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2008. Vol. 18, no 5, 457-478 p.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-8790DOI: 10.1108/09604520810898839OAI: oai:DiVA.org:kau-8790DiVA: diva2:458211
Available from: 2011-11-22 Created: 2011-11-22 Last updated: 2015-05-27Bibliographically approved
In thesis
1. Role constellations in value co-creation: a study of resource integration in an e-government context
Open this publication in new window or tab >>Role constellations in value co-creation: a study of resource integration in an e-government context
2011 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

The contribution of the present thesis is describing and explaining how value is co-created by addressing customer-employee role constellations during service encounters. There is a specific focus on customers’ and employees’ resource integration when co-creating value.

The thesis consists of five separate papers, one of which is a literature review and four are empirical papers. The empirical papers are based on data from the public employment service and the customs service inSweden.

The thesis offers two main contributions; the first of which is to service research by expanding knowledge of resource integration and value co-creation using e-government as the empirical context for outlining customers’ and employees’ value co-creation. The second contribution concerns which roles customers and employees enact during resource integration when value is being co-created. It was found that the roles of the employees were; interactor; customer oriented party, co-creator, and empowered party, while a customer can have the role of information integrator, accessibility needer, dialogue keeper, and/or knowledge transferee. Based on these two contributions, the thesis outlines understandings regarding role constellations in value co-creation. The role constellations suggest that customers and employees enact roles that impact how their resources are integrated. 

Finally, the thesis contributes towards building a theory of value co-creation by proposing that the ten foundational premises of S-D logic, together with the four theoretical propositions and the role constellations presented in this thesis, should be seen as an approach to building a theory of value co-creation. Together, these three building blocks offer the following explanation as to what occurs when a customer and an employee co-create value: (1) The ten foundational premises focus on resource integration and value co-creation. (2) The four theoretical propositions offer the explanation that resource integration occurs in the context of roles since a role decides how to use the knowledge and skills. (3) The role constellations give concrete examples of how customers and employees integrate their resources to co-create value.

Place, publisher, year, edition, pages
Karlstad: Karlstad University, 2011. 106 p.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2011:59
Keyword
resource integration, value co-creation, customer, employee, role constellation
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-8701 (URN)978-91-7063-397-3 (ISBN)
Public defence
2011-12-15, 11D257, Agardhsalen, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Företagsekonomi, 651 88 Karlstad, 13:15 (English)
Opponent
Supervisors
Available from: 2011-11-22 Created: 2011-10-31 Last updated: 2011-11-22Bibliographically approved

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Citation style
  • apa
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