Loading...
The role of staff engagement in facilitating staff-led value co-creation
Merrilees, B. Miller, D. Yakimova, Raisa
Merrilees, B.
Miller, D.
Yakimova, Raisa
Publication Date
2017-03
End of Embargo
Supervisor
Rights
(c) 2017 Emerald Publishing. Full-text reproduced in accordance with the publisher's self-archiving policy.
Peer-Reviewed
Yes
Open Access status
openAccess
Accepted for publication
18/10/2016
Institution
Department
Awarded
Embargo end date
Collections
Additional title
Abstract
The study extends customer-led co-creation research to the related staff-led value co-creation
domain. In particular, the purpose of the study is to investigate the role of staff engagement as
a facilitator of staff-led value co-creation.
Design/methodology/approach: A new conceptual framework develops a model of staff-led value-creation, using three types
of staff-led co-creation. A quantitative approach is used. Survey collection yielded a sample
of 1165 employees in an Australian not-for-profit context across nineteen organizations.
AMOS SEM (Structural Equation Modelling) analyzes the data.
Findings: A major finding is the nexus between staff engagement and staff-led value co-creation. The
nexus applies for three types of staff-led co-creation and three staff categories. Different
explanatory mechanisms apply to each type of staff-led value co-creation.
Research Limitations/implications: The not-for-profit context may not generalize to the for-profit sector, but future research
could clarify this matter.
Practical implications: The results can inform organizations wishing to create greater service contributions through
greater staff participation, which can include a staff-initiating (staff-led) role. Different value
co-creation targets require different corporate triggers, reflecting the different explanatory
mechanisms of each co-creation type.
Social Implications: The not-for-profit context provides major social implications.
Originality/value: The emphasis on staff-led value co-creation augments the customer-led co-creation literature.
Additionally, exploring the (staff) engagement to (staff) value co-creation nexus is a novel contribution.
Version
Accepted manuscript
Citation
Merrilees B, Miller D and Yakimova R (2017) The role of staff engagement in facilitating staff-led value co-creation. Journal of Service Management. 28(2): 250-264.
Link to publisher’s version
Link to published version
Link to Version of Record
Type
Article