Service Co-creation: Different Meanings for Different Players

Liz Gill, Lesley White, Ian D. Cameron

Research output: Book chapter/Published conference paperConference paperpeer-review


To understand what influences the behaviours and interactions of service participants, this research aimed to identify and describe the underlying themes of client orientation, client involvement, provider empowerment and client empowerment. 29 semi-structured interviews were conducted with managers, providers and clients of three community-based aged healthcareservice networks. Inductive and deductive analysis confirmed the themes and identified additional ones; it then facilitated interpretation of each theme's meaning. Different meanings were found for the themes in each participant group, reflecting the different roles which service participants play in service co-creation. Based on these findings, it is proposed that the four concepts and their underlying themes provide a basis for further investigation of service participant interaction and their effects on service quality
Original languageEnglish
Title of host publicationDoing more with less
EditorsPaul Ballantine, Jörg Finsterwalder
Place of PublicationNew Zealand
PublisherUniversity of Canterbury
Number of pages8
ISBN (Electronic)9780473178192
Publication statusPublished - 2010
EventAustralian and New Zealand Marketing Academy Conference - Christchurch, NZ, New Zealand
Duration: 29 Nov 201001 Dec 2010


ConferenceAustralian and New Zealand Marketing Academy Conference
Country/TerritoryNew Zealand


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