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The potential of service-dominant logic as a tool for developing public sector services: A study of a Swedish case

Westrup, Ulrika LU (2018) In International Journal of Quality and Service Sciences 10(1). p.36-48
Abstract
Purpose: The purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice. Design/methodology/approach: One case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews. Findings: The study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and... (More)
Purpose: The purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice. Design/methodology/approach: One case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews. Findings: The study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and the dependency between actors do not have a high priority in the day-to-day work done at the contact centre. However, SDL cannot actually guarantee that public services will be more effective without including the politicians. Research limitations/implications: The findings only originate from one organization. No service users have participated. Practical implications: When using SDL as a tool for developing public sector services, the role of the politician is crucial. Public service managers must therefore find ways of including politicians in the service system as important and committed actors. Originality/value: SDL, in the context of public sector services, has only previously been studied to a very limited degree empirically. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
service dominant logic, public sector services, public service dominant approach, system perspective
in
International Journal of Quality and Service Sciences
volume
10
issue
1
pages
13 pages
publisher
Emerald Group Publishing Limited
external identifiers
  • scopus:85043368316
ISSN
1756-669X
DOI
10.1108/IJQSS-02-2016-0013
language
English
LU publication?
yes
id
fb6b9303-18ab-4616-8ec5-f3c864797dec
date added to LUP
2018-03-11 08:13:32
date last changed
2018-05-29 11:56:35
@article{fb6b9303-18ab-4616-8ec5-f3c864797dec,
  abstract     = {Purpose: The purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice. Design/methodology/approach: One case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews. Findings: The study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and the dependency between actors do not have a high priority in the day-to-day work done at the contact centre. However, SDL cannot actually guarantee that public services will be more effective without including the politicians. Research limitations/implications: The findings only originate from one organization. No service users have participated. Practical implications: When using SDL as a tool for developing public sector services, the role of the politician is crucial. Public service managers must therefore find ways of including politicians in the service system as important and committed actors. Originality/value: SDL, in the context of public sector services, has only previously been studied to a very limited degree empirically.},
  author       = {Westrup, Ulrika},
  issn         = {1756-669X},
  keyword      = {service dominant logic,public sector services,public service dominant approach,system perspective},
  language     = {eng},
  number       = {1},
  pages        = {36--48},
  publisher    = {Emerald Group Publishing Limited},
  series       = {International Journal of Quality and Service Sciences},
  title        = {The potential of service-dominant logic as a tool for developing public sector services: A study of a Swedish case},
  url          = {http://dx.doi.org/10.1108/IJQSS-02-2016-0013},
  volume       = {10},
  year         = {2018},
}