What Do We See Through the Service-Dominant Lens? Insights from a Swedish Public Service Case
(2017) THE EUROPEAN INSTITUTE OF RETAILING AND SERVICES STUDIES (EIRASS)- Abstract
- The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating... (More)
- The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating in different types of services is not made possible in professional day-to-day work: (3) that the approach whereby the organisation offers solutions and the service user receives these retains quantitative and measurable data during follow-up. In implementing the public service-dominant perspective, professional relationships are of crucial significance, thus needing management and co-workership to be in focus. (Less)
- Abstract (Swedish)
- The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating... (More)
- The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating in different types of services is not made possible in professional day-to-day work: (3) that the approach whereby the organisation offers solutions and the service user receives these retains quantitative and measurable data during follow-up. In implementing the public service-dominant perspective, professional relationships are of crucial significance, thus needing management and co-workership to be in focus. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/bdd3cffb-8246-4e7f-a690-8f442c1ef19c
- author
- Westrup, Ulrika LU
- organization
- publishing date
- 2017
- type
- Contribution to conference
- publication status
- published
- subject
- keywords
- Public service, Goods-dominant logic, Service-dominant logic, Public service-dominant logic
- conference name
- THE EUROPEAN INSTITUTE OF RETAILING AND SERVICES STUDIES (EIRASS)
- conference location
- Vancouver, Canada
- conference dates
- 2017-06-26 - 2017-06-29
- language
- English
- LU publication?
- yes
- id
- bdd3cffb-8246-4e7f-a690-8f442c1ef19c
- date added to LUP
- 2017-11-27 06:58:13
- date last changed
- 2018-11-21 21:36:16
@misc{bdd3cffb-8246-4e7f-a690-8f442c1ef19c,
abstract = {{The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating in different types of services is not made possible in professional day-to-day work: (3) that the approach whereby the organisation offers solutions and the service user receives these retains quantitative and measurable data during follow-up. In implementing the public service-dominant perspective, professional relationships are of crucial significance, thus needing management and co-workership to be in focus.}},
author = {{Westrup, Ulrika}},
keywords = {{Public service; Goods-dominant logic; Service-dominant logic; Public service-dominant logic}},
language = {{eng}},
title = {{What Do We See Through the Service-Dominant Lens? Insights from a Swedish Public Service Case}},
year = {{2017}},
}