Co-production of digital services: Definitions, frameworks, cases and evaluation initiatives - Findings from a systematic literature review

Abstract

Customers are no longer passive consumer of products and services and engaged in a more active role in which they influence the organizations, develop and improve products and change the consuming experience [1]. This new role and collaborative trend is often defined as co-production. The present article had as it main objective to survey the models, frameworks, methods, recommendations, evaluations, definitions, concepts, challenges, required conditions, difficulties and learned lessons related to co-production of digital services. We performed a systematic review to identify the literature produced dealing with these questions from 1998 to 2016. Our systematic review followed the protocol recommended by [12]. After the definition of six research questions, we defined the scope of the survey and the related keywords. The search query produced 94 references. Two thematic axis emerged from the data: models and definitions of co-production (57%) and cases, challenges and implementation details (43%). Most articles were published in conferences (26), followed by journals (17). The selected articles were read and the main findings presented. Findings are presented along implications. Suggestions for future research agenda are presented.