Public Service Logic

Description

This bookis based upon and extends the theoretical and empirical work of the author over the last decade. It integrates material deriving from his previous conceptual and empirical work in this field, together with new empirical evidence from emerging research. Public Service Logic challenges the product-dominant assumptions of the New Public Management (NPM) about the nature and management of public service delivery. Whilst the NPM has led to some important developments in public management, it has also had significant limitations and weaknesses. The book presents an alternative to this, as a framework for the future delivery and reform of public services globally. It draws upon the extant literature in the field of service management to argue for a Public Service Logic (PSL) for the delivery of public services. This situates public service delivery within the vibrant and influential field of service-dominant research and theory. It argues that effective public service management requires both that these services are understood as services not as products and that, consequently, public service management requires a focus on value creation as its over-arching rationale. The book presents a major new framework of value creation for public service delivery as a basis for public service reform, explores the role of service managers and staff and of citizens and service users in this value creation process, and evaluates the implications of this new framework for both the strategic and operational management of public service delivery, their performance management and the development and innovation of new forms of public services. It will be of interest to researchers and students in the fields of public management and public administration, as well as to policy makers and public service managers. Cover Half Title Series Page Title Page Copyright Page Dedication Table of Contents List of Illustrations About the Author List of Abbreviations Acknowledgements 1 Reforming Public Service Delivery – Successes and Failures Introduction The Shadow of the Past The Theoretical Basis of Contemporary PAM: A Flawed Approach? Reforming Public Services I: Efficiency and Effectiveness Reforming Public Services II: Enhancing User Participation and Engagement in Public Service Delivery Reforming Public Services III: Conclusions 2 The Foundations of Service Management and Marketing The Evolution of Service Management and Marketing (SMM) Theory Challenges to the Traditional SMM Framework Service Logic The Impact of Digital and Smart Technology Conclusions 3 The Evolution of Public Service Logic I Public Service Delivery and Management in Contemporary Society PSL and Public Policy The Public Service Ecosystem and PSL The Production of Public Services – an SMM Perspective Conclusions: PSL and the Production of Public Services 4 The Evolution of Public Service Logic II The Dimensions of Value in Public Service Production and Use/Consumption The Production and Use of Public Services and the Creation of Value A Three-Factor Model of Public Service Value Creation Integrating PSL Value Destruction and Co-destruction The Implications of Digital and Smart Technology for PSL 5 The Public Service Ecosystem The Public Service Ecosystem The Public Service Ecosystem as a Process Value Creation and Production within the Public Service Ecosystem An Integrated Example: The Public Service Ecosystem in Action 6 The Implications of Public Service Logic I PSL and Public Policy PSL and the Supply Side (i) – The Pre-conditions of Value Creation in Public Services Delivery Service Design and Co-design Interim Conclusions: Key Challenges for Public Service Managers in the Pre-production and Design/Co-design of Public Services PSL and the Supply Side (ii) – The Production of Public Services Delivery by PSOs and Value Creation PSL and the Supply Side (iii) – The Co-production of Public Services Delivery by PSOs and Value Creation 7 The Implications of Public Service Logic II The Public Service Experience, Service User Satisfaction and Well-Being, and Public Service Outcomes PSL and the Demand Side – Creating Value in the Lives of Public Service Users Integrating the Production and Consumption of Public Services PSL in Action: Three Exemplars 8 Conclusions and Future Directions Conclusions: PSL and Its Implications for Theory, Research, Policy, and Practice The Shadow of the Future for PSL: A Research Agenda Index