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Service innovation through resource integration: an empirical examination of co-created value using telehealth services

Lookup NU author(s): Dr Josephine Go JefferiesORCiD, Simon Bishop



This is the authors' accepted manuscript of an article that has been published in its final definitive form by Sage Publications Ltd, 2019.

For re-use rights please refer to the publisher's terms and conditions.


Scholars, policymakers and practitioners recognise the potential to improve public services through active citizen involvement and much research has examined the formal opportunities to ‘co-produce’ changes in the structures and cultures of public services. Yet scholars have devoted little attention to the opportunities for service and social innovation that emerge from the everyday activities of service users and their phenomenological experiences of realising value from service interactions. This qualitative study of telehealth users explores how and why public service beneficiaries co-create value. It argues that understanding citizens’ approaches to co-create phenomenological value is a vital component of the collaborative processes that generate social benefit.

Publication metadata

Author(s): Go Jefferies J, Bishop S, Hibbert S

Publication type: Article

Publication status: Published

Journal: Public Policy and Administration

Year: 2019

Volume: 36

Issue: 1

Pages: 69-88

Print publication date: 01/01/2021

Online publication date: 12/01/2019

Acceptance date: 27/11/2018

Date deposited: 27/11/2018

ISSN (print): 0952-0767

ISSN (electronic): 1749-4192

Publisher: Sage Publications Ltd


DOI: 10.1177/0952076718822715

Notes: Coproduction Special Issue


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