Value co-creation at service user interface: contribution of public service professionals
通过对56位芬兰公共服务专业人员的访谈，研究揭示了专业人员如何在公共服务中促进价值共创，并指出价值冲突的存在，强调其多面角色对组织学习和系统发展的作用。
Value co-creation is a process aimed at improving services by engaging the cooperation of service users. In this process, service frontline professionals directly influence service pathways, outcomes and service users’ experiences. Drawing on interviews with 56 public service professionals and managers, we explore how professionals contribute to value co-creation in public wellbeing services in Finland. Through abductive analysis, we identify key elements of professional contribution to public service value co-creation and the persistent presence of value tensions. We discover that, given the opportunity, professionals convey information on the functionality of co-creation processes at the service interface and enable organizational learning. Therefore, this study concludes that recognizing the multi-faceted roles of professionals and value tensions also promote the development of professional competence, organizational practices and the service system.