Conceptualising value creation for social change management

Russell-Bennett, Rebekah, Previte, Josephine, & Zainuddin, Nadia (2009) Conceptualising value creation for social change management. Australasian Marketing Journal, 17(4), pp. 211-218.

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Australian and international governments are increasingly adopting social marketing as a social change management tool to deal with complex social problems. Government decision makers typically need to balance the use of business models and management theories whilst maintaining the integrity of government policy. In taking this approach, decision makers experience management tensions between a social mission to equitably deliver social services and the accountability and affordability of providing quality social and health services to citizens. This is a significant challenge as the nature of the ‘social product’ in government is often more service-oriented than goods-based. In this paper the authors examine value creation in government social marketing services. The contribution of this paper is a value creation process model, which considers the nature of governments to create social good. This is particularly important for governments where consumers still expect value and quality in the service delivered, despite that offering being ‘free’.

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19 citations in Scopus
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ID Code: 27685
Item Type: Journal Article
Refereed: Yes
Additional Information: A publication of University of New South Wales, School of Marketing
Additional URLs:
Keywords: value creation, social marketing, customer value
DOI: 10.1016/j.ausmj.2009.06.002
ISSN: 1441-3582
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Copyright Owner: Copyright 2009 Elsevier
Deposited On: 01 Oct 2009 23:27
Last Modified: 26 Jun 2017 14:39

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