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Value co-creation in e-government
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
2011 (English)In: International Journal of Public Sector Management, ISSN 0951-3558Article in journal (Other academic) Submitted
Place, publisher, year, edition, pages
2011.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-8793OAI: oai:DiVA.org:kau-8793DiVA: diva2:458223
Available from: 2011-11-22 Created: 2011-11-22 Last updated: 2011-11-22Bibliographically 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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  • vancouver
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More styles
Language
  • de-DE
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  • Other locale
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Output format
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