Title Management of client participation in public services: selection of clients /
Translation of Title Klientų dalyvavimo viešosiose paslaugose valdymas: klientų atranka.
Authors Petukienė, Evandželina ; Damkuvienė, Milda
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Is Part of Socialiniai tyrimai = Social Research.. Šiauliai : VšĮ Šiaulių universiteto leidykla. 2012, Nr. 1(26), p. 45-52.. ISSN 1392-3110
Keywords [eng] selection of clients ; coproduction ; management of client participation ; public services ; Lithuanian elderships
Abstract [eng] Many services are shifting certain activities from employees to clients in order to create value for and with clients. It is evident that citizens (hereinafter referred to as clients) influence the content of many public services through their direct participation in service delivery. Client participation in the coproduction of services is recognized as an important issue of scholarly research in both public and private sectors and also as a concept enriching traditional theories of public administration with the client-centred logics. Having in mind that clients have different levels of interest in participating in service coproduction, careful client selection is treated as an important part of management of client participation. The article deals with client selection problem, supporting the idea that the number of clients with whom a service provider works in coproduction of services must be restricted. The selection of clients is the required management activity for successful service coproduction. The article answers the question how (by what tools) clients should be selected so that they become active and valuable coproducers of public services. The article defines the selection of clients as identification of potential client characteristics, possession of resources necessary for client role performance and client information activities. The article introduces tools for client selection, which have been identified by the qualitative research (expert interviews carried out in Lithuanian elderships ), and provides the correlation of the selected tools with the activeness of client participation. Not all identified client selection tools have an equal impact on the activeness of client participation.
Published Šiauliai : VšĮ Šiaulių universiteto leidykla
Type Journal article
Language English
Publication date 2012