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The SERVICE Framework: A Public‐service‐dominant Approach to Sustainable Public Services
Author(s) -
Osborne Stephen P.,
Radnor Zoe,
Kinder Tony,
Vidal Isabel
Publication year - 2015
Publication title -
british journal of management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.407
H-Index - 108
eISSN - 1467-8551
pISSN - 1045-3172
DOI - 10.1111/1467-8551.12094
Subject(s) - service delivery framework , public service , public value , business , service (business) , service dominant logic , value creation , service design , public relations , value (mathematics) , process management , marketing , industrial organization , political science , computer science , machine learning
In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public‐service‐dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone.