Public Service Logic Creating Value for Public Service Users, Citizens, and Society Through Public Service Delivery Routledge Critical Studies in Public Management Series
Auteur : Osborne Stephen
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.
1. Public Management Reform: A Century of Unfulfilled Potential
2. Public Service Management: A Service Management Perspective
3. Public Service Logic
4. Value Creation in Public Service Delivery
5. PSL and the Changing Roles of Citizens, Service Users, and Public Service Staff and Managers
6. PSL and the Tasks of Public Management
7. Towards a Public Service Logic Approach for Public Service Delivery: Culture, Design and Experience
8. The Future of Public Service Delivery and of Public Management
Stephen P Osborne holds the Chair of International Public Management and is Director of the Centre for Service Excellence at the University of Edinburgh Business School, Scotland, UK.
Date de parution : 04-2022
15.2x22.9 cm
Date de parution : 10-2020
15.2x22.9 cm
Thèmes de Public Service Logic :
Mots-clés :
Public Service Users; Public Management Reform; Public Service Dominant Logic; Public Service Management; Young Man; Public Service Logic; Pam Theory; Value Creation; Public Service Delivery; NPM Model; Public Management; Public Service Staff; Culture; NPM Reform; Design; Public Service; Public Administration; Broader Service System; Public Service Managers; Public service reform; Service Users; New Public Management; Public Service Design; Service Co-design; Service Provider Firm; Public Service Experience; SMM; PV Model; Public Service Outcomes; Public Service Professionals; PV Discourse; Public Management Theory