Roles of professionals in value co-creation: a systematic literature review

Salla Maijala, Aino Rantamäki, Kaisa Kurkela, Sanna Tuurnas and Harri Jalonen

Public Management Review, 2025, vol. 27, issue 11, 2643-2667

Abstract: Value co-creation is a process that aims to improve services by enlisting the cooperation of service users. We reviewed 65 scientific articles using the PRISMA protocol to reveal the distinct roles of public service professionals in value co-creation. We discover the differing values and tensions created by those roles as professionals balance individual and public interests. Our findings indicate that understanding the multiple roles of professionals helps to clarify their influence on value creation at various levels of the service ecosystem. The study also suggests a managerial implication in the form of the importance of identifying professional development and training.

Date: 2025
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DOI: 10.1080/14719037.2024.2431609

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