Abstract
Customers are no longer passive consumer of products and services and engaged in a more active role in which they influence the organizations, develop and improve products and change the consuming experience [1]. This new role and collaborative trend is often defined as co-production. The present article had as it main objective to survey the models, frameworks, methods, recommendations, evaluations, definitions, concepts, challenges, required conditions, difficulties and learned lessons related to co-production of digital services. We performed a systematic review to identify the literature produced dealing with these questions from 1998 to 2016. Our systematic review followed the protocol recommended by [12]. After the definition of six research questions, we defined the scope of the survey and the related keywords. The search query produced 94 references. Two thematic axis emerged from the data: models and definitions of co-production (57%) and cases, challenges and implementation details (43%). Most articles were published in conferences (26), followed by journals (17). The selected articles were read and the main findings presented. Findings are presented along implications. Suggestions for future research agenda are presented.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
Query parts: (a) population (b) intervention and (c) results were joined by AND operator.
References
Rasool, G., Pathania, A.: Revisiting marketing mix study of evidences for investigating innovative role of technology in co-creation. J. Gen. Manag. Res. 1(1), 37–50 (2014)
Szkuta, K., Pizzicannella, R., Osimo, D.: Collaborative approaches to public sector innovation: a scoping study. Telecommun. Policy 38(5–6), 558–567 (2014)
Agusti, C., et al.: Co-Creating Cities. Defining Co-Creation as a Means of Citizen Engagement (2014, unpublished)
Prahalad, C.K., Ramaswamy, V.: Co-creation experiences: the next practice in value creation. J. Interact. Mark. 18(3), 5–14 (2004)
Alves, H.: Co-creation and innovation in public services. Serv. Ind. J. 33(7–8), 671–682 (2013)
Etgar, M.: A descriptive model of the consumer co-production process. J. Acad. Mark. Sci. 36(1), 97–108 (2008)
Prahalad, C.K., Ramaswamy, V.: Co-opting customer competence. Harvard Bus. Rev. 78(1), 79–90 (2000)
Hartley, J., Sørensen, E., Torfing, J.: Collaborative innovation: a viable alternative to market competition and organizational entrepreneurship. Public Adm. Rev. 73(6), 821–830 (2013)
Agbakoba, R., Mcgee-Lennon, M., Bouamrane, M., Watson, N., Mair, F.: Implementation factors affecting the large-scale deployment of digital health and well-being technologies: a qualitative study of the initial phases of the ‘Living-It-Up’ programme. Health Inform. J. 22(4), 867–877 (2016)
Kitchenham, B.A.: Procedures for performing systematic reviews. Keele University (2004)
Brereton, P., Kitchenham, B.A., Budgen, D., Turner, M., Khalil, M.: Lessons from applying the systematic literature review process within the software engineering domain. J. Syst. Softw. 80(4), 571–583 (2007)
Biolchini, J., Mian, P.G., Natali, A.C.C., Travassos, G.H.: Systematic review in software engineering. Tech. Rep. ES 679(5), 45 (2005)
Forsgreen, O.: eService co-design platforms. In: Eadoption and the Knowledge Economy: Issues, Applications, Case Studies, vol. 1. IOS Press (2004)
Anthopoulos, L.G., Siozos, P., Tsoukalas, I.A.: Applying participatory design and collaboration in digital public services for discovering and re-designing e-government services. Gov. Inf. Q. 24(2), 353–376 (2007)
Olphert, W., Damodaran, L.: Citizen participation and engagement in the design of e-government services: the missing link in effective ICT design and delivery. J. Assoc. Inf. Syst. 8(9), 491 (2007)
Löfstedt, U.: Social systems design as a vehicle towards local public e-services for and by citizens. Syst. Pract. Action Res. 20(6), 467–476 (2007)
Antikainen, M., Näkki, P.: Connecting customers and designers at Owela œ Online platform for service co-design. In: VTT Symposium on Service Science, Technology and Business (2007)
Tung, W.F., Yuan, S.T.: A service design framework for value co-production: insight from mutualism perspective. Kybernetes 37(2), 226–240 (2008)
Ruland, C.M., Borosund, E., Varsi, C.: User requirements for a practice-integrated nurse-administered online communication service for cancer patients. In: Nursing Informatics, pp. 221–225, June 2009
Holgersson, J., Söderström, E., Karlsson, F., Hedström, K.: Towards a roadmap for user involvement in e-government service development. In: Wimmer, M.A., Chappelet, J.-L., Janssen, M., Scholl, H.J. (eds.) EGOV 2010. LNCS, vol. 6228, pp. 251–262. Springer, Heidelberg (2010). https://doi.org/10.1007/978-3-642-14799-9_22
Bonacin, R., Melo, A.M., Simoni, C.A., Baranauskas, M.C.C.: Accessibility and interoperability in e-government systems: outlining an inclusive development process. Univ. Access Inf. Soc. 9(1), 17–33 (2010)
Christiansson, M.T.: A common process model to improve eService solutions-the municipality case. In: 11th European Conference on eGoverment-ECEG 2011, 16–17 June 2011, Ljubliana Slovenia (2011)
Lux Wigand, F.D.: Gov 2.0 and beyond: using social media for transparency, participation and collaboration. In: Fong, S. (ed.) NDT 2011. CCIS, vol. 136, pp. 307–318. Springer, Heidelberg (2011). https://doi.org/10.1007/978-3-642-22185-9_26
Fogli, D.: Designing visual interactive systems in the e-government domain. In: Proceedings of the International Working Conference on Advanced Visual Interfaces, May 2012
Karlsson, F., Holgersson, J., Söderström, E., Hedström, K.: Exploring user participation approaches in public e-service development. Gov. Inf. Q. 29(2), 158–168 (2012)
Bridge, C.: Citizen centric service in the Australian department of human services: the department’s experience in engaging the community in co-design of government service delivery and developments in e-government services. Aust. J. Public Adm. 71(2), 167–177 (2012)
Gugliotta, A., Niglia, F., Schina, L.: An user-centric check of the available e-government services in Europe. In: 13th European Conference on eGovernment ECEG 2013, Como, Italy, June 2013
Vicini, S., Bellini, S., Sanna, A.: User-driven service innovation in a smarter city Living Lab. In: 2013 International Conference on Service Sciences (ICSS), April 2013
Conruyt, N.: E-co-innovation for making e-services living labs as a human-centered digital ecosystem for education with ICT. In: 2013 7th IEEE International Conference on Digital Ecosystems and Technologies (DEST), July 2013
Nusir, M., Bell, D.: The development of government to citizens e-service design process: feature identification using repertory grid. In: Proceedings of the 13th European Conference on Research Methodology for Business and Management Studies, ECRM 2014, June 2014
Kauppinen, S.: Enhancing public e-service development with citizens’ self-organized collaboration. In: 2015 SSR International Conference on Social Sciences and Information, Tokio, Japan (2015)
Harrison, T., Waite, K.: Impact of co-production on consumer perception of empowerment. Serv. Ind. J. 35(10), 502–520 (2015)
Eriksén, S., Dittrich, Y., Fiedler, M., Aurell, M.: It takes more than two… developing a TANGO arena for regional cooperation around e-government. In: Traunmüller, R. (ed.) EGOV 2003. LNCS, vol. 2739, pp. 472–475. Springer, Heidelberg (2003). https://doi.org/10.1007/10929179_87
Blazevic, V., Lievens, A.: Managing innovation through customer coproduced knowledge in electronic services: an exploratory study. J. Acad. Mark. Sci. 1(138–151), 36 (2008)
Gilbert, M.D., Mark, Z.: Sharing time: engaging students as co-designers in the creation of an online knowledge sharing application. In: Proceedings of the 30th ACM International Conference on Design of Communication, October 2012
Lundberg, N., et al.: My care pathways-creating open innovation in healthcare. In: MedInfo, pp. 687–691 (2013)
Juell-Skielse, G., Hjalmarsson, A., Johannesson, P., Rudmark, D.: Is the public motivated to engage in open data innovation? In: Janssen, M., Scholl, H.J., Wimmer, M.A., Bannister, F. (eds.) EGOV 2014. LNCS, vol. 8653, pp. 277–288. Springer, Heidelberg (2014). https://doi.org/10.1007/978-3-662-44426-9_23
Holgersson, J., Karlsson, F.: Public e-service development: understanding citizens’ conditions for participation. Gov. Inf. Q. 31(3), 396–410 (2014)
Alm, H., Janecek, P., Forsgren, O.: Co-design research and business development: case of Scandinavian Airlines (SAS). Syst. Pract. Action Res. 27(5), 465–483 (2014)
Gidlund, K.L.: Makers and shapers or users and choosers participatory practices in digitalization of public sector. In: Tambouris, E., et al. (eds.) EGOV 2015. LNCS, vol. 9248, pp. 222–232. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-22479-4_17
Conruyt, N., Sébastien, V., Sébastien, O., Sébastien, D., Grosser, D.: Sign management for the future of e-education: examples of collaborative e-services in a living lab (Invited paper). In: Mercier-Laurent, E., Owoc, M.L., Boulanger, D. (eds.) AI4KM 2014. IAICT, vol. 469, pp. 1–20. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-28868-0_1
French, T., Teal, G.: Co-designing a digital directory of services. Procedia Comput. Sci. 63, 445–450 (2015)
Vassilakopoulou, P., Grisot, M., Aanestad, M.: Co-creation of patient-oriented services: design of electronic booking for Norwegian healthcare. In: Oinas-Kukkonen, H., Iivari, N., Kuutti, K., Öörni, A., Rajanen, M. (eds.) SCIS 2015. LNBIP, vol. 223, pp. 193–207. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-21783-3_14
Kauppinen, S., Luojus, S., Lahti, J.: Involving citizens in open innovation process by means of gamification: the case of WeLive. In: Proceedings of the 9th Nordic Conference on Human-Computer Interaction, Gothenburg, Sweden, October 2016
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer Nature Switzerland AG
About this paper
Cite this paper
Almeida, G., Cappelli, C., Maciel, C., Mahecha, Y. (2018). Co-production of Digital Services: Definitions, Frameworks, Cases and Evaluation Initiatives - Findings from a Systematic Literature Review. In: Kő, A., Francesconi, E. (eds) Electronic Government and the Information Systems Perspective. EGOVIS 2018. Lecture Notes in Computer Science(), vol 11032. Springer, Cham. https://doi.org/10.1007/978-3-319-98349-3_1
Download citation
DOI: https://doi.org/10.1007/978-3-319-98349-3_1
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-98348-6
Online ISBN: 978-3-319-98349-3
eBook Packages: Computer ScienceComputer Science (R0)