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The SERVICE framework: a public-service-dominant approach to sustainable public services

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journal contribution
posted on 15.10.2015, 13:42 by Stephen P. Osborne, Zoe Radnor, Tony Kinder, Isabel Vidal
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.

History

School

  • Business and Economics

Department

  • Business

Published in

BRITISH JOURNAL OF MANAGEMENT

Volume

26

Issue

3

Pages

424 - 438 (15)

Citation

OSBORNE, S.P. ... et al, 2015. The SERVICE framework: a public-service-dominant approach to sustainable public services. British Journal of Management, 26 (3), pp. 424 - 438.

Publisher

Wiley / © British Academy of Management

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2015

Notes

This is the peer reviewed version of the following article: OSBORNE, S.P. ... et al, 2015. The SERVICE framework: a public-service-dominant approach to sustainable public services. British Journal of Management, 26 (3), pp. 424 - 438., which has been published in final form at http://dx.doi.org/10.1111/1467-8551.12094. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving."

ISSN

1045-3172

Language

en

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Keywords

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