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Rethinking co-creation: the fluid and relational process of value co-creation in public service organizations

Cluley, V. ORCID: 0000-0003-3258-3039 & Radnor, Z. ORCID: 0000-0002-1624-5729 (2020). Rethinking co-creation: the fluid and relational process of value co-creation in public service organizations. Public Money and Management, 41(7), pp. 563-572. doi: 10.1080/09540962.2020.1719672


This paper develops the ongoing conceptualization of the value co-creation process in public services. The authors draw on a practical experience of a major service re-design to integrate health and social care services. The questions this experience raised about the value process are reported, drawing on the theory of Deleuze and Guattari (1987) in conjunction with existing conceptualizations of value to provide answers and expand the debate.

Public services are increasingly thought of in terms of the public value they provide. Co-creation is a popular public service management tool to provide services that benefit public value. Both public value and co-creation have been conceptualized in terms of experiences based on a two-way relationship between the service user and provider. The authors expand on this relationship to account for the complexity of public services whereby other, often non-human, factors also play an explicit role in value creation. The paper draws on a particular instance of public service delivery to show this complexity. Four recommendations for practice are provided to ensure that complexity and fluidity are accounted for when undertaking co-creation work.

Publication Type: Article
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis Group in Public Money & Management on 3 Feb 2020, available online:
Publisher Keywords: Assemblage, co-creation, co-production, public services, public value
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Departments: Bayes Business School > Management
SWORD Depositor:
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