Public Service Explained: The Role of Citizens in Value Creation
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This Cambridge Element aims to advance theory by investigating the nature of participation in public service delivery. It situates itself under the theory of Public Service Logic to advocate for a strategic orientation to participation as an element of value creation in public services. It introduces the concept of participation and discusses the motives, incentives, and tools to engage citizens in public service delivery processes. Then, it frames citizens' participation under the approach public service ecosystem to capture the dynamic relationships among citizens, other actors, processes, and structures that may contribute to determining value in public service delivery. It presents the dynamics of value creation and destruction in public service. The Element concludes with implications for research and practice. This title is also available as Open Access on Cambridge Core. Cover Title page Copyright page Public Service Explained Contents Introduction 1 Citizen Engagement and Trajectories of Public Service Reform 1.1 New Public Administration (NPA) 1.2 The New Public Management (NPM) 1.3 Public Value (PV) 1.4 New Public Service (NPS) 1.5 New Public Governance (NPG) 1.6 Participation and Public Services: An Alternative Approach 1.7 Bringing Participation to Fruition 1.8 A Strategic Orientation for Participation 1.9 Conclusions: Implications for Practice 2 Motives, Incentives, and Tools of Citizens’ Participation 2.1 Reasons of Participation 2.2 Incentives of Participation 2.3 Instruments to Stimulate Participation 2.4 Implications for Theory and Practice 3 Public Service Ecosystems and Participation 3.1 The Public Service Ecosystem 3.2 Public Service Ecosystems and Stakeholders’ Participation 3.3 Implications for Theory and Practice 4 Citizens and Value Creation 4.1 Actor, Institution, and Technology 4.2 Value Destruction 5 Research Gaps and Implications for the Future: Integrating Theory and Practice for Value Creation in Service Delivery 5.1 Conceptual Clarity 5.2 Framing the Space of Participation 5.3 New Models of Participation in Public Services 5.4 Participation and Value References
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