{"id":"https://openalex.org/W2922335278","doi":"https://doi.org/10.1080/0960085x.2019.1581440","title":"Enabling service co-production: a theory-building case study","display_name":"Enabling service co-production: a theory-building case study","publication_year":2019,"publication_date":"2019-03-15","ids":{"openalex":"https://openalex.org/W2922335278","doi":"https://doi.org/10.1080/0960085x.2019.1581440","mag":"2922335278"},"language":"en","primary_location":{"id":"doi:10.1080/0960085x.2019.1581440","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0960085x.2019.1581440","pdf_url":null,"source":{"id":"https://openalex.org/S116712389","display_name":"European Journal of Information Systems","issn_l":"0960-085X","issn":["0960-085X","1476-9344"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5108290667","display_name":"Audrey Grace","orcid":null},"institutions":[{"id":"https://openalex.org/I27577105","display_name":"University College Cork","ror":"https://ror.org/03265fv13","country_code":"IE","type":"education","lineage":["https://openalex.org/I27577105"]}],"countries":["IE"],"is_corresponding":true,"raw_author_name":"Audrey Grace","raw_affiliation_strings":["University College Cork, Cork, Ireland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University College Cork, Cork, Ireland","institution_ids":["https://openalex.org/I27577105"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5023597435","display_name":"Rob Gleasure","orcid":"https://orcid.org/0000-0002-4265-4665"},"institutions":[{"id":"https://openalex.org/I180519160","display_name":"Copenhagen Business School","ror":"https://ror.org/04sppb023","country_code":"DK","type":"education","lineage":["https://openalex.org/I180519160"]}],"countries":["DK"],"is_corresponding":false,"raw_author_name":"Rob Gleasure","raw_affiliation_strings":["Copenhagen Business School, Copenhagen, Denmark"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Copenhagen Business School, Copenhagen, Denmark","institution_ids":["https://openalex.org/I180519160"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5090335339","display_name":"Patrick Finnegan","orcid":"https://orcid.org/0000-0001-9692-8644"},"institutions":[{"id":"https://openalex.org/I31746571","display_name":"UNSW Sydney","ror":"https://ror.org/03r8z3t63","country_code":"AU","type":"education","lineage":["https://openalex.org/I31746571"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Patrick Finnegan","raw_affiliation_strings":["University of New South Wales, Sydney, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of New South Wales, Sydney, Australia","institution_ids":["https://openalex.org/I31746571"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009564684","display_name":"Tom Butler","orcid":"https://orcid.org/0000-0002-4053-183X"},"institutions":[{"id":"https://openalex.org/I27577105","display_name":"University College Cork","ror":"https://ror.org/03265fv13","country_code":"IE","type":"education","lineage":["https://openalex.org/I27577105"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Tom Butler","raw_affiliation_strings":["University College Cork, Cork, Ireland"],"raw_orcid":"https://orcid.org/0000-0002-4053-183X","affiliations":[{"raw_affiliation_string":"University College Cork, Cork, Ireland","institution_ids":["https://openalex.org/I27577105"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5108290667"],"corresponding_institution_ids":["https://openalex.org/I27577105"],"apc_list":null,"apc_paid":null,"fwci":1.0018,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.82755693,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"28","issue":"4","first_page":"413","last_page":"438"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11024","display_name":"Information Systems Theories and Implementation","score":0.9835000038146973,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/production","display_name":"Production (economics)","score":0.7149163484573364},{"id":"https://openalex.org/keywords/extant-taxon","display_name":"Extant taxon","score":0.6672070026397705},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6298930644989014},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5234272480010986},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5230637192726135},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5038136839866638},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.4938817620277405},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.46186572313308716},{"id":"https://openalex.org/keywords/service-dominant-logic","display_name":"Service-dominant logic","score":0.4559798836708069},{"id":"https://openalex.org/keywords/production-theory","display_name":"Production theory","score":0.4489794969558716},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.44168946146965027},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4132315516471863},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4037732481956482},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.39852210879325867},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.30914631485939026},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.24102994799613953},{"id":"https://openalex.org/keywords/microeconomics","display_name":"Microeconomics","score":0.10252824425697327}],"concepts":[{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.7149163484573364},{"id":"https://openalex.org/C178300618","wikidata":"https://www.wikidata.org/wiki/Q1898509","display_name":"Extant taxon","level":2,"score":0.6672070026397705},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6298930644989014},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5234272480010986},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5230637192726135},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5038136839866638},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4938817620277405},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.46186572313308716},{"id":"https://openalex.org/C2777375223","wikidata":"https://www.wikidata.org/wiki/Q7455747","display_name":"Service-dominant logic","level":3,"score":0.4559798836708069},{"id":"https://openalex.org/C92064499","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production theory","level":3,"score":0.4489794969558716},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.44168946146965027},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4132315516471863},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4037732481956482},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.39852210879325867},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30914631485939026},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.24102994799613953},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.10252824425697327},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/0960085x.2019.1581440","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0960085x.2019.1581440","pdf_url":null,"source":{"id":"https://openalex.org/S116712389","display_name":"European Journal of Information Systems","issn_l":"0960-085X","issn":["0960-085X","1476-9344"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Information Systems","raw_type":"journal-article"},{"id":"pmh:oai:research-api.cbs.dk:openaire_cris_publications/58e5d4ab-41e1-4d92-bd98-6f5c8c9de71d","is_oa":false,"landing_page_url":"https://research.cbs.dk/en/publications/58e5d4ab-41e1-4d92-bd98-6f5c8c9de71d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401458","display_name":"CBS Research Portal (Copenhagen Business School)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I180519160","host_organization_name":"Copenhagen Business School","host_organization_lineage":["https://openalex.org/I180519160"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Grace, A, Gleasure, R, Finnegan, P & Butler, T 2019, 'Enabling Service Co-production : A Theory-building Case Study', European Journal of Information Systems, vol. 28, no. 4, pp. 413-438. https://doi.org/10.1080/0960085X.2019.1581440","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:RePEc:taf:tjisxx:v:28:y:2019:i:4:p:413-438","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/0960085X.2019.1581440","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":184,"referenced_works":["https://openalex.org/W10833075","https://openalex.org/W74402279","https://openalex.org/W105964457","https://openalex.org/W116020001","https://openalex.org/W154373018","https://openalex.org/W178630655","https://openalex.org/W202346731","https://openalex.org/W228919440","https://openalex.org/W366030002","https://openalex.org/W596987627","https://openalex.org/W617090691","https://openalex.org/W618359811","https://openalex.org/W1483715820","https://openalex.org/W1489109817","https://openalex.org/W1489597749","https://openalex.org/W1495381128","https://openalex.org/W1499005519","https://openalex.org/W1502701951","https://openalex.org/W1516047904","https://openalex.org/W1517879660","https://openalex.org/W1533033956","https://openalex.org/W1545975548","https://openalex.org/W1552238403","https://openalex.org/W1552483424","https://openalex.org/W1557950877","https://openalex.org/W1586291495","https://openalex.org/W1605991455","https://openalex.org/W1606108609","https://openalex.org/W1607675442","https://openalex.org/W1608666872","https://openalex.org/W1763415439","https://openalex.org/W1768640214","https://openalex.org/W1778615270","https://openalex.org/W1871628422","https://openalex.org/W1881372901","https://openalex.org/W1919636199","https://openalex.org/W1932773272","https://openalex.org/W1951391883","https://openalex.org/W1967006497","https://openalex.org/W1967317257","https://openalex.org/W1967377629","https://openalex.org/W1969939264","https://openalex.org/W1972970784","https://openalex.org/W1974189483","https://openalex.org/W1981742050","https://openalex.org/W1986342936","https://openalex.org/W1989096157","https://openalex.org/W1989549732","https://openalex.org/W1990286931","https://openalex.org/W1991136290","https://openalex.org/W1992200950","https://openalex.org/W1994104530","https://openalex.org/W1996865319","https://openalex.org/W1998742137","https://openalex.org/W1999216122","https://openalex.org/W1999622435","https://openalex.org/W2000117884","https://openalex.org/W2002644424","https://openalex.org/W2004985235","https://openalex.org/W2005278879","https://openalex.org/W2006472283","https://openalex.org/W2006668375","https://openalex.org/W2006762475","https://openalex.org/W2007719414","https://openalex.org/W2014143923","https://openalex.org/W2015789329","https://openalex.org/W2019229786","https://openalex.org/W2023760245","https://openalex.org/W2025904468","https://openalex.org/W2027997285","https://openalex.org/W2031973899","https://openalex.org/W2032698586","https://openalex.org/W2033853412","https://openalex.org/W2033940782","https://openalex.org/W2036782213","https://openalex.org/W2037466801","https://openalex.org/W2037651472","https://openalex.org/W2037687914","https://openalex.org/W2038125955","https://openalex.org/W2042113379","https://openalex.org/W2042227991","https://openalex.org/W2046154862","https://openalex.org/W2046500054","https://openalex.org/W2049273123","https://openalex.org/W2050401924","https://openalex.org/W2050411630","https://openalex.org/W2054540181","https://openalex.org/W2054987507","https://openalex.org/W2057244693","https://openalex.org/W2058769038","https://openalex.org/W2059702009","https://openalex.org/W2061044045","https://openalex.org/W2066065132","https://openalex.org/W2067097502","https://openalex.org/W2070882764","https://openalex.org/W2070906209","https://openalex.org/W2071229576","https://openalex.org/W2072273283","https://openalex.org/W2074661353","https://openalex.org/W2074868516","https://openalex.org/W2075284967","https://openalex.org/W2078854905","https://openalex.org/W2083634997","https://openalex.org/W2086867474","https://openalex.org/W2090054320","https://openalex.org/W2092096733","https://openalex.org/W2093077812","https://openalex.org/W2095026705","https://openalex.org/W2095193866","https://openalex.org/W2096610461","https://openalex.org/W2096814725","https://openalex.org/W2096964374","https://openalex.org/W2098916257","https://openalex.org/W2101049645","https://openalex.org/W2101803181","https://openalex.org/W2104018553","https://openalex.org/W2106427454","https://openalex.org/W2108197827","https://openalex.org/W2110952241","https://openalex.org/W2111053589","https://openalex.org/W2113537253","https://openalex.org/W2113707769","https://openalex.org/W2115121484","https://openalex.org/W2116456350","https://openalex.org/W2116721563","https://openalex.org/W2117154879","https://openalex.org/W2118110334","https://openalex.org/W2119673451","https://openalex.org/W2122910380","https://openalex.org/W2123368070","https://openalex.org/W2123601949","https://openalex.org/W2126035714","https://openalex.org/W2126699236","https://openalex.org/W2126840412","https://openalex.org/W2127244520","https://openalex.org/W2132250213","https://openalex.org/W2135526934","https://openalex.org/W2135910982","https://openalex.org/W2135943618","https://openalex.org/W2140761431","https://openalex.org/W2146691185","https://openalex.org/W2147372132","https://openalex.org/W2149229518","https://openalex.org/W2150374398","https://openalex.org/W2150587481","https://openalex.org/W2160858448","https://openalex.org/W2162791924","https://openalex.org/W2163728891","https://openalex.org/W2165289403","https://openalex.org/W2169086860","https://openalex.org/W2172257994","https://openalex.org/W2324784900","https://openalex.org/W2329223578","https://openalex.org/W2329397635","https://openalex.org/W2481772992","https://openalex.org/W2492131357","https://openalex.org/W2510833757","https://openalex.org/W2554351943","https://openalex.org/W2606963336","https://openalex.org/W2613131146","https://openalex.org/W2777955129","https://openalex.org/W2800735712","https://openalex.org/W2892066573","https://openalex.org/W2904927769","https://openalex.org/W2954006745","https://openalex.org/W2954627247","https://openalex.org/W2972036171","https://openalex.org/W3013718812","https://openalex.org/W3104849124","https://openalex.org/W3123457883","https://openalex.org/W3123732438","https://openalex.org/W3124761619","https://openalex.org/W3149752040","https://openalex.org/W3214833809","https://openalex.org/W3216619778","https://openalex.org/W4231495351","https://openalex.org/W4233120691","https://openalex.org/W4233813450","https://openalex.org/W4241333132","https://openalex.org/W4243560422","https://openalex.org/W4245023124","https://openalex.org/W4249135598","https://openalex.org/W4297081765","https://openalex.org/W4408487818"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W1507972240","https://openalex.org/W4247942852","https://openalex.org/W4220762673","https://openalex.org/W2802344883","https://openalex.org/W2075467564","https://openalex.org/W2090977055","https://openalex.org/W2781092393","https://openalex.org/W2230507463","https://openalex.org/W831613416"],"abstract_inverted_index":{"Service":[0,57],"co-production":[1,104],"between":[2,128],"professionals":[3,130],"and":[4,85,94,126,131,150],"customers":[5],"is":[6,73,79,92],"an":[7,98],"increasingly":[8],"popular":[9],"alternative":[10],"to":[11],"traditional":[12],"\u201coff":[13],"the":[14,35,65,103,121,136,148],"shelf\u201d":[15],"models":[16],"of":[17,56,102,105,124,140,153],"service":[18,116,129,156],"delivery.":[19],"There":[20],"is,":[21],"however,":[22],"little":[23],"empirical":[24,100],"research":[25],"describing":[26],"how":[27,47],"services":[28,48,67],"are":[29,49],"co-produced":[30,50],"with":[31],"individual":[32],"customers,":[33,132],"nor":[34],"most":[36],"suitable":[37],"roles":[38],"for":[39],"IS/IT":[40,138,154],"in":[41,64,155],"this":[42,89,141],"co-production.":[43,117,157],"This":[44],"study":[45,109,144],"unpacks":[46],"by":[51,146],"developing":[52],"a":[53,76],"substantive":[54],"Theory":[55,84],"Co-Production":[58],"activities":[59],"(and":[60],"mediating":[61],"contextual":[62],"factors)":[63],"financial":[66,106],"sector.":[68],"A":[69],"two-phase":[70],"theory-building":[71],"approach":[72],"employed.":[74],"First,":[75],"preliminary":[77,90],"model":[78,91],"derived":[80],"based":[81],"on":[82],"Activity":[83],"extant":[86],"research.":[87],"Second,":[88],"refined":[93],"elaborated":[95],"upon":[96],"through":[97],"extensive":[99],"analysis":[101],"services.":[107],"The":[108,143],"further":[110],"reveals":[111],"four":[112],"key":[113],"contradictions":[114,119],"driving":[115],"These":[118],"highlight":[120],"incomplete":[122],"alignment":[123],"motives":[125],"goals":[127],"as":[133,135],"well":[134],"trickle-down":[137],"impact":[139],"misalignment.":[142],"concludes":[145],"discussing":[147],"enabling":[149],"constraining":[151],"influence":[152]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":2}],"updated_date":"2026-03-27T05:58:40.876381","created_date":"2025-10-10T00:00:00"}