Citizens’ conscious engagement in digital platforms: advancing public service delivery within the public service logic framework

ABSTRACT

Public service logic (PSL) acknowledges the pivotal role of citizen participation in value creation, yet the effect of citizens’ conscious engagement on public service delivery and co-creation of value with public service organizations (PSOs) remains underexplored. This study addresses this issue through empirical research on the interactional text data between users and PSOs on an online responsive service platform in Beijing, China. The study contributes by unveiling evidence of users’ conscious engagement and input and examines its influence on PSOs’ responsiveness and service outcomes. Furthermore, it extends the research on value co-creation within digital platforms.

KEYWORDS:

• Public service logic
• value co-creation
• citizen participation
• digital platforms
• public service delivery

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

1. For details, see Supporting Information Appendix A.

2. This evidence come from the LLMB website. See http://liuyan.people.com.cn/(in Chinese).

3. For details, see Supporting Information Appendix B.

4. For details, see Supporting Information Appendix C.

5. The 95% confidence intervals range from 0.6457 to 0.7543 for identifying reports and from 0.5997 to 0.6803 for responses (p < 0.001).

6. For details, see Supporting Information Appendix D.

7. For details, see Supporting Information Appendix E.

Additional information

Funding

This work was supported by the National Natural Science Foundation of China (NSFC) [grant number 72374133], the National Natural Science Foundation of China (NSFC) Youth Project [grant number 72004135], and the MOE (Ministry of Education in China) Project of Humanities and Social Sciences [grant number 20YJC630114].