PurposeThis study aims to understand the engagement between an indigenous social service provider and marginalised clients deemed “hard-to-reach” to gain an insight into how to improve the client’s engagement and well-being through transformative value co-creation.Design/methodology/approachThe exploratory study’s findings draw on primary data employing a qualitative research approach through document analysis and in-depth interviews with clients, social workers and stakeholders of the focal social service provider in New Zealand.FindingsThe findings indicate that there are inhibitors and enablers of value or well-being co-creation. The lack of client resources and a mismatch between client and social worker are primary barriers. Other actors as well as cultural practices are identified as enablers of well-being improvement.Research limitations/implicationsThis research reports on a single social service provider and its clients. These findings may not be readily transferrable to other contexts.Practical implicationsFindings indicate that social service providers require a heightened awareness of the inhibitors and enablers of social service co-creation.Social implicationsBoth the integrative framework and the findings provide a sound critique of the prevailing policy discourse surrounding the stigmatisation of members of society deemed “hard-to-reach” and the usefulness of such an approach when aiming at resolving social issues.Originality/valueThis is the first exploratory study that reports on the engagement between a social service provider and its clients in a dedicated Māori (indigenous) context by employing an integrative research approach combining transformative service research, activity theory and engagement theory.
Journal of Services Marketing – Emerald Publishing
Published: Jul 10, 2017
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera