The PPP performance based on the co-creation with customers

Purpose

The purpose of this paper is to enlighten the position of the customer as a driver to achieve the public–private partnership’s performance. It demonstrates that the customer exceeds being a target.

Design/methodology/approach

The paper is a literature review on the value for money, the performance prism in the PPP context, the service quality, the customer experience as well as the co-creation.

Findings

The PPP success goes through the end-users’ satisfaction regarding their experience quality. The improvement of the customer experience goes through the co-creation, conceding so to the customer, already a target and the mission of a co-creator. In this manner the performance of the PPP project is strengthened, the customer’s satisfaction increases to attain the PPP success. The co-creation through the customer experience succeeds in fulfilling the performance prism and hence constitutes a key success factor of the PPP.

Research limitations/implications

The relationships identified from the literature review which build up our conceptual model need to be empirically tested.

Practical implications

It is important that customers, as key stakeholders, appear in the performance measures of the PPP project. This paper can be used as a theoretical base and conceptual framework explaining their integration in such business.

Originality/value

Although the performance measures in the PPP consider the customer satisfaction a priority, its achievement remains a hard task and not as conspicuous for the PPP managers. The paper attempts through the co-creation based on the customer experience to conciliate between the PPP’s performance and the customers’ empowerment. Furthermore, the paper defines a new form of PPP: the public–private customer partnership.