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The involvement of clients in service encounters and service development has become a central principle for contemporary health and social care organizations. However, in day-to-day work settings, the shift toward client involvement is still in progress. We examined how health and social care professionals, together with clients and managers, co-develop their conceptions of client involvement and search for practical ways in which to implement these in organizational service processes.

The empirical case of this study was a developmental intervention, the client involvement workshop, conducted in a Finnish municipal social and welfare center. The cultural-historical activity theory (CHAT) framework was used to analyze the development of client involvement ideas and the modes of interaction during the intervention.

Analysis of the collective discussion revealed that the conceptions of client involvement developed through two interconnected object-orientations: Enabling client involvement in service encounters and promoting client involvement in the service system. The predominant mode of interaction in the collective discussion was that of “coordination.” The clients' perspective and contributions were central aspects in the turning points from coordination to cooperation; professionals crossed organizational boundaries, and together with clients, constructed a new client involvement-based object. This suggests that client participation plays an important role in the development of services.

The CHAT-based examination of the modes of interaction clarifies the potential of co-developing client-involvement-based services and highlights the importance of clients' participation in co-development.

Lack of client involvement in construction of public projects has been identified as the main cause of many operational problems. Organizational culture (OC) plays a major role in guiding and shaping behavior of organizations, which could lead to the lack of client involvement. The purpose of this paper is to investigate the influence of OC on client’s involvement in construction project delivery.

A questionnaire survey was distributed to various government agencies of the Kingdom of Saudi Arabia. Structural equation modeling is used to determine the significance of the impact of OC factors on the involvement of clients in construction projects.

This study suggests that OC plays a major role in influencing and increasing the client involvement in construction projects by emphasizing team orientation, which includes team contribution and team accountability. In addition, it is also important to value employee’s idea.

This study was limited to government agencies as clients in construction projects, i.e. only public sector construction projects (not private sector projects). Therefore, researchers are encouraged to investigate client involvement in the private sector projects.

This paper provides empirical evidence of the relationships between OC and the client involvement in construction projects by emphasizing team orientation.

The purpose of this paper is to present the findings of a study that identified and assessed the barriers to client involvement in health and safety (H&S) in the Nigerian construction industry.

On the basis of literature review and a pilot study, structured questionnaires were designed and administered to clients and their representatives in ongoing construction projects in Nigeria. Descriptive and inferential statistics were then adopted while analysing the data.

The research reveals that the major barriers to client involvement in H&S in Nigeria’s construction industry focus on the gaps created by lack of H&S legislation in specifying client roles and responsibilities in H&S, trust and confidence in the supply chain, low levels of awareness at various levels, procurement issues, the attitudes of the various members of the project team and resource-related issues. In total, 20 barriers to client involvement in H&S were identified and assessed.

Policy makers will find the study beneficial as it provides a good understanding of the issues to address while making policies that seek to involve the client in H&S in Nigeria.

While the findings offer insight on the barriers to client involvement in H&S in Nigeria’s construction industry, the study also contributes to the discourse in developing countries. The paper recommends transparent steps in procurement, H&S legislation that factors in economic incentives and community and financial institutions contributions to involving clients in H&S. The study is the first attempt to investigate the barriers to client involvement in construction H&S in Nigeria, contributing to the dearth of H&S literature in Nigeria.

The research problem in this study is how a client (as a project owner) should organise early stakeholder involvement and integration in the front-end phase of a project. This study aims to create normative managerial statements as propositions from the client's perspective and to combine them into a set of activities enabling efficient organisation in the front-end phase of a hospital construction project.

Action design research (ADR) was carried out in a large hospital construction project where the first author acted as an “involved researcher” and the other authors acted as “outside researchers”.

The authors created seven normative managerial propositions that were verified by the case project stakeholders and developed a managerial framework describing the client's essential stakeholder involvement and integration activities in the front-end phase of a hospital construction project based on these propositions. The authors have also depicted the subphases of the front-end phase: value definition phase in the client permanent organisation, value proposition phase in the client Programme Management Office (PMO) and finally development phase in the alliance organisation ending on the final investment decision.

The collaborative contract delivery model enables the early involvement and integration of stakeholders. It has been somewhat surprising to note the extent to which collaborative contracts change the client role in the project front-end. The results offer practical activities for how clients can manage front-end activities in collaborative contracts.

The case project offered a platform to analyse how the collaborative contract delivery model changes the emphasis of activities in the front-end of a project. One of the key benefits of collaborative contracts is that development, design and delivery occur partially in parallel, thereby enabling contributions from production to be included in the design and development. The benefit of having a real-life case under study provides the possibility to triangulate and analyse rich data, however limited by the qualitative case method.

The purpose of this paper is to show how modularity manifests in a service context, more specifically in the provision of care and services to independently living elderly.

Four case studies provide insight into the specification of relevant components and their subsequent assembly into a customized package of care and services.

In all cases, component specification and package construction take place in two phases: partly before and partly during care delivery. Early client involvement allows for a combination of standard components that have a lower level of customization, whereas late client involvement allows for adaptation of these components resulting in a higher level of customization. The paper proposes that modularity theory should distinguish between the creation of modular offerings in care provision versus their creation in goods production, since the findings are the exact reverse of the state‐of‐the art knowledge in manufacturing modularity.

The empirical part of this paper is limited to providers of elderly care and services in The Netherlands and is exploratory in nature. However, the newness of care and service modularity justifies the exploratory research approach.

This paper offers elderly care organizations in‐depth understanding of their complex and multi‐faceted specification process. The insights help both care and service providers to make well‐considered decisions as to what level of client involvement to allow and the type of modularity to apply.

This paper contributes to the emerging literature on service modularity.

There is a general assumption that the early involvement of the contractor contributes to value in construction projects. While early contractor involvement (ECI) may improve the value, some studies identify challenges with ECI. This paper aims to identify the main parameters that can be used to determine the optimal time for contractor involvement and examine how these parameters can be used by clients to develop a systematic method for finding the optimal timing for involvement.

Literature studies, interviews, workshops and focus-group meetings identified six main parameters essential for developing a method to determine the ideal timing for ECI.

The six identified parameters are activity, complexity, criticality, technical competencies, relational competencies and uncertainty. These parameters can be used to identify the gap between the available competency in the project team and the needed competency to perform an activity.

Although clients have ways to identify the optimal time for contractor involvement, these ways are mainly subjective and based on in-house practice. By evaluating these six parameters, a more systematic and objective method for early involvement can be developed.

The purpose of the paper is to identify and describe the themes underlying four concepts: client orientation, client involvement, provider empowerment, and client empowerment, which have been reported in the literature as influencing service participant interaction in the formation of a service. The meaning that service participants assign to each of those themes is also to be examined.

Triadic studies were undertaken in two separate locations with three discrete community‐based service networks, purposively recruited from the same aged healthcare organisation. Using a phenomological approach, 29 individual semi‐structured in‐depth interviews with managers, providers, and clients were conducted. Inductive and deductive analysis was used to identify the emerging themes and their meaning for each participant category.

Key themes were identified for each concept, but the meaning ascribed to each theme was found to differ between the participant categories. It is suggested that these results reflect participant role differences in the service co‐creation process.

The findings are limited by the small sample and its relative homogeneity.

The findings offer service managers insights into how to engage clients in the service creation process, which in turn will affect the ultimate quality of the service that is created. They also provide information that will assist with service design, staff selection, training, and assessment.

This is the first study that investigates the four concepts, client orientation, client involvement, provider empowerment, and client empowerment, in the context of service co‐creation. It identifies associated abstract themes and the applied meaning differences of the service participants.

The increased use of distributed work arrangements across organizational and national borders calls for in‐depth investigation of subgroup dynamics in globally distributed teams (GDTs). The purpose of this paper is to focus on the social dynamics that emerge across subgroups of onsite‐offshore teams and affect the process of knowledge sharing.

A qualitative study of eight GDTs working around the clock is conducted. These GDTs are part of organizations involved in offshoring of knowledge intensive work.

The evidence shows that the specific status cue of being onsite drives status differentials across subgroups; these differentials are reduced when the client is directly involved with the activities of the team. The negative effect of high status differentials on knowledge sharing is mitigated by the presence of straddlers, who assist in the transfer of codified knowledge. Conversely, when status differentials are low, straddlers hamper spontaneous direct learning between onsite members and offshore members.

This work has practical implications for organizations that want to use GDTs to achieve a faster (and cheaper) development of products and services. Managers should carefully design the organizational structures of GDTs and consider upfront the trade offs related to client involvement in teamwork and the use of straddlers across sites.

The paper contributes to the literature on subgroup dynamics, applying and extending the theory of status characteristics theory.

The aim of this paper is to investigate how a client's cooperative procurement procedures influence subcontractor involvement, value creation, and innovation in the construction of complex facilities.

Empirical data were collected through interviews, surveys and participation in workshops during a longitudinal action research case study. The case project was located in Sweden and concerned the construction of plant facilities for manufacturing of pharmaceutical products.

The case study findings reveal that the client's procurement procedures affect the level of subcontractor involvement and integration, but that this does not necessarily result in increased subcontractor value creation and innovation in the construction process.

Since the empirical results are based on data collected from only one case project, the possibilities for generalisations are limited.

Clients' procurement procedures heavily affect subcontractor involvement, but in order to increase subcontractor contributions to innovation and value creation the actors should adopt a long‐term perspective and actively work to establish an innovation‐friendly climate.

This paper focuses on the often‐neglected importance of subcontractors and their contributions to innovation and value creation.

The purpose of this paper is first to examine the effect of client-led and contractor-led supply chain initiatives on project performance in the Indian construction industry and second to assess how the client-led supply chain initiatives complement the contractor-led supply chain initiatives.

In this study, the effects of the client-led supply chain initiatives (reward power and competence trust of the construction clients) and the contractor-led supply chain initiatives (contractor integration and calculative commitment of the contractor) on project performance in construction projects are examined. The data were collected from 346 construction professionals working in Indian construction projects using purposive sampling. The proposed hypotheses were tested using structural equation modeling.

The contractor-led supply chain initiatives, in the form of contractor integration and the calculative relationship commitment of a contractor, were found to be strong mediators, indirectly affecting the project performance. On the other hand, the client-led supply chain initiatives, in the form of the reward power of the client and the competence trust of the client, directly influence the project performance.

This study reports the inevitable bias on the part of participants, who responded to the survey either in the capacity of client or contractor, although they might have executed projects in both capacities. Future studies could benefit from the use of objective data instead of behavioral data.

This study helps construction firms understand how to demarcate the client and contractor roles in the construction supply chain to improve the project performance.

The originality of this study lies in its investigation of the influence of client-led supply chain initiatives and contractor-led supply chain initiatives on project performance.