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Westrup

Ulrika Westrup

Senior lecturer

Westrup

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

Author

  • Ulrika Westrup

Summary, in English

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.

Department/s

  • Department of Service Management and Service Studies

Publishing year

2018

Language

English

Pages

36-48

Publication/Series

International Journal of Quality and Service Sciences

Volume

10

Issue

1

Document type

Journal article

Publisher

Emerald Group Publishing Limited

Topic

  • Other Social Sciences not elsewhere specified

Keywords

  • service dominant logic
  • public sector services
  • public service dominant approach
  • system perspective

Status

Published

ISBN/ISSN/Other

  • ISSN: 1756-669X