The role of staff engagement in facilitating staff-led value co-creation

Abstract

Purpose

The study extends customer-led co-creation research to the related staff-led value co-creation domain. In particular, the purpose of this paper 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 1,165 employees in an Australian not-for-profit context across 19 organizations. AMOS structural equation modeling 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

Not-for-profit context ensures 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.

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, Vol. 28 No. 2, pp. 250-264. https://doi.org/10.1108/JOSM-10-2015-0326