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<p>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.</p>
</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.

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

Management of Organizations: Systematic Research

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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...

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

Published Online: Mar 07, 2023

Page range: 55 - 68

Received: May 25, 2022

Accepted: Dec 20, 2022

DOI: https://doi.org/10.2478/mosr-2022-0012

Keywords
public service management, citizen participation, co-creation, satisfaction with public services, public inclusion

© 2022 Laura GARDZIULEVIČIENĖ et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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

Published Online: Mar 07, 2023

Page range: 55 - 68

Received: May 25, 2022

Accepted: Dec 20, 2022

DOI: https://doi.org/10.2478/mosr-2022-0012

Keywordspublic service management, citizen participation, co-creation, satisfaction with public services, public inclusion

© 2022 Laura GARDZIULEVIČIENĖ et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
public service management, citizen participation, co-creation, satisfaction with public services, public inclusion