This study investigates what is needed to create a holistic offering of well-being services, aimed at improving the well-being of individual tertiary students. This study used a constructivist approach to explore and understand the participants’ experiences and perceptions of using well-being services within a university in New Zealand. This was critical as participants of this study included consumers of these services as well as providers, thus generating a holistic understanding of the entire service eco-system.

Current literature lacks an understanding of what is required of all actors within a service eco-system in order to provide a holistic offering of well-being services. Furthermore, no one has examined how each of the levels within a service eco-system impact tertiary students’ well-being. Using empirical research, this study sought to discover the perspectives of all actors with a service eco-system. A total of 42 participants from a university in New Zealand took part in the study; each was assigned to one of six focus groups. Due to the nature of their role within the university, one participated in a face-to-face interview. The data gathered from this qualitative study was analysed, which resulted in the identification of three major themes or factors necessary for the creation of a holistic offering of well-being services: ‘actor engagement,’ ‘perceived service approach to well-being’ and ‘governance.’ These findings highlight the importance of all actors within the eco-system being engaged. The study also found that students’ perceptions of the formal services greatly impacted their use of them and that action taken at a governance level impacted all actors.

This study breaks new ground on TSR, well-being, and co-creation, by incorporating all actors’ perspectives. Additionally, this study demonstrates how each level impacts a tertiary student’s individual well-being and that issues identified at one particular level are not mutually exclusive. This study expands the current work on co-creation and provides a conceptual framework showing how each level within the service eco-system can co-create and engage with one another. This study provides recommendations for strategic planning related to the creation of a holistic offering of well-being services that can improve the well- being of not just tertiary students but also university staff members.