Drivers Fostering Citizens to Participate in Co-Creation Process for Public Service Quality

Laura Gardziulevičienė (), Simonas Juozapas Raišys () and Agota Giedrė Raišienė ()
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Laura Gardziulevičienė: Laura GARDZIULEVIČIENĖ – PhD student at Institute of Management and Political Science, Mykolas Romeris University, Lithuania. Address: Ateities str. 20, LT-08303, Vilnius, Lithuania. Phone: +370 611 94581.
Simonas Juozapas Raišys: Simonas Juozapas RAIŠYS – PhD student at Institute of Management and Political Science, Mykolas Romeris University; project consultant at Bridge2Apex LLC, Vilnius, Lithuania. Address: Ateities str. 20, LT-08303, Vilnius, Lithuania.
Agota Giedrė Raišienė: Agota Giedrė RAIŠIENĖ – professor at Institute of Management and Political Science, Mykolas Romeris University. Address: Ateities str. 20, LT-08303, Vilnius, Lithuania. Phone: +370 698 73190.

Management of Organizations: Systematic Research, 2022, vol. 88, issue 1, 55-68

Abstract: The involvement of citizens in the co-creation of public services increases the satisfaction of service users with the quality of services. Therefore, it is relevant to accumulate and update knowledge about what premises and preconditions encourage the participation of members of society in co-creative processes. A systematic review of the scientific literature showed that factors such as trust, volunteering, innovation, and user satisfaction with services are the most important in the context of co-creation. Based on the research, it is concluded that co-creation processes would be more successful if citizens and other interested parties participate in decision-making process. This would help ensure the transparency, flexibility, reliability, and openness of decisions, improve the perceived quality of public services by users and achieve a more active interest of citizens in co-creation in general.

Keywords: public service management; citizen participation; co-creation; satisfaction with public services; public inclusion; viešųjų paslaugų valdymas; piliečių dalyvavimas; bendrakūra; pasitenkinimas viešosiomis paslaugomis; visuomenės įtrauktis (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:morgsr:v:88:y:2022:i:1:p:55-68:n:6

DOI: 10.2478/mosr-2022-0012

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