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Westrup

Ulrika Westrup

Senior lecturer

Westrup

What Do We See Through the Service-Dominant Lens? Insights from a Swedish Public Service Case

Author

  • Ulrika Westrup

Summary, in English

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.

Department/s

  • Department of Service Management and Service Studies

Publishing year

2017

Language

English

Document type

Conference paper: abstract

Topic

  • Social Sciences Interdisciplinary

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 date

2017-06-26 - 2017-06-29

Conference place

Vancouver, Canada

Status

Published