ABSTRACT
Co-production is associated with positive effects on the trust relation between citizens and public institutions, and on trust in society in general. This chapter explains the three stages of service delivery: the initial stage, the process stage and the outcome stage. In the initial stage of service delivery, it is determined who is involved in co-production. Whereas the initial stage of service delivery determines trust levels at the beginning of co-production, the process stage has the potential to further build trust. Only few studies systematically investigated the impact of outcomes of co-production on trust levels. Research shows that the actual impact of co-production on trust is dependent on conditions and mechanisms in three consecutive stages of service delivery. Including several stages and multiple levels of analysis in research on co-production and trust will require a multidisciplinary framework, using social-psychological, organisational and institutional theories.
