Client Coproduction from Online to Offline: Evidence from Chinese Public Bike Service

Client coproduction of e-service has become an important research issue in the context of Information Society and E-Government. Focusing on Online to Offline (O2O) client coproduction, a type of client coproduction utilizing... [ view full abstract ]

Client coproduction of e-service has become an important research issue in the context of Information Society and E-Government. Focusing on Online to Offline (O2O) client coproduction, a type of client coproduction utilizing online platform to elicit offline coproduction, this paper explores how Internet could enable the emergence of a new type of client coproduction and its coproduction process in on-/off-line layers of four stages. The case of Chinese Public Bike Service is analyzed based on the theoretical mode developed. The finding in this article suggests that Internet is essential in creating a virtual community of clients and service providers so that their digital contact could increase their potential to cooperate. In addition, Internet is also important to amplify service providers’ tool kit in promoting offline client coproduction with online mobilization. Finally, Internet helps to connect various stages of O2O client coproduction, making coproduction process both durable and sustainable. Though preliminary, this exploratory mode can help to reveal the potential of Internet in facilitating the emergence of a new type of client coproduction less noticed in the previous studies. Implication and potential directions for future studies are also discussed.