Conceptualising a relational approach to value creation in a government service: Implications for social marketing

Zainuddin, Nadia, Russell-Bennett, Rebekah, & Previte, Josephine A. (2007) Conceptualising a relational approach to value creation in a government service: Implications for social marketing. In Sullivan Mort, Gillian & Hume, Margee (Eds.) Social entrepreneurship, social change and sustainability: 2007 International Nonprofit and Social Marketing Conference, 27-28 September 2007, Brisbane, Australia.


Social marketing is often used by governments to achieve social change goals such as reduction of smoking, increase in adherence to safe driving, increasing uptake environment and recycling programs and healthier lifestyles. A hallmark of many of these social marketing programs is the nature of the 'product' in the social marketing mix being more service-oriented than goods-based. Given the prominence of services rather than goods in the government marketing mix, it would seem appropriate that services marketing theory can be used to develop the field of social marketing. This paper draws together the services marketing theories of co-creation and value creation to offer a new perspective for governments in managing service-oriented social marketing programs. Specifically Sweeney's Value Development Model (2003) is combined with Hastings (2003) multirelational model to show the relationship between key social marketing stakeholders (customers and employees) for each stage of the value creation process.

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ID Code: 15509
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
ISBN: 9781921291173
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2007 (The authors)
Deposited On: 07 Nov 2008 00:00
Last Modified: 29 Feb 2012 13:32

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