Skip to main content Accessibility help
×
Hostname: page-component-78c5997874-m6dg7 Total loading time: 0 Render date: 2024-11-03T04:13:21.403Z Has data issue: false hasContentIssue false

3 - The New Public Governance and Innovation in Public Services

A Public Service-Dominant Approach

from Part I - Linking Governance and Innovation

Published online by Cambridge University Press:  05 August 2016

Jacob Torfing
Affiliation:
Roskilde Universitet, Denmark
Peter Triantafillou
Affiliation:
Roskilde Universitet, Denmark
Get access

Summary

Image of the first page of this content. For PDF version, please use the ‘Save PDF’ preceeding this image.'
Type
Chapter
Information
Publisher: Cambridge University Press
Print publication year: 2016

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Alam, I. 2006. ‘Removing the fuzziness from the fuzzy front-end of service innovations through consumer interactions’, Industrial Marketing Management 35(4): 468–80.CrossRefGoogle Scholar
Alford, J. 2009. Engaging Public Sector Clients: From Service-Delivery to Co-Production. Basingstoke, UK: Palgrave.CrossRefGoogle Scholar
Alford, J. and Hughes, O. 2008. ‘Public value pragmatism as the next phase of public management’, American Review of Public Administration 38(2): 130–48.CrossRefGoogle Scholar
Bason, C. 2011. Leading Public Sector Innovation. Co-Creating for a Better Society. Bristol: Policy Press.Google Scholar
Berger, P. L. and Neuhaus, R. J. 1978. To Empower People: The Role of Mediating Structures in Public Policy. Washington DC: American Enterprise for Public Policy Research.Google Scholar
Bingham, L., Nabatchi, T. and O’Leary, R. 2005. ‘The new governance: Practices and processes for stakeholder and citizen participation in the work of government’, Public Administration Review 65(5): 547–58.CrossRefGoogle Scholar
Bitner, M., Brown, S. and Meuter, M. 2000. ‘Technology infusion in service encounters’, Journal of the Academy of Marketing Sciences 28(1): 138–49.CrossRefGoogle Scholar
Börzel, T. 1997What’s so special about policy networks? An exploration of the concept and its usefulness in studying European governance’, European Integration online Papers (EIoP) 1(16).Google Scholar
Brenton, M. 1985. The Voluntary Sector in British Social Services. London: Longman.Google Scholar
Brown, L. and Osborne, S. 2013. ‘Innovation and risk in public services: Towards a new theoretical framework’, Public Management Review 15(3): 186208.CrossRefGoogle Scholar
Brudney, J. L. and England, R. E. 1983. ‘Toward a definition of the co-production concept’, Public Administration Review 43(1): 5965.CrossRefGoogle Scholar
Bryson, J. 2004. ‘What to do when stakeholders matter. Stakeholder identification and analysis techniques’, Public Management Review 6(1): 2153.CrossRefGoogle Scholar
Deakin, N. 2001. ‘Putting narrow-mindedness out of countenance: The UK voluntary sector in the new millennium’, in Anheier, A. and Kendall, J. (eds.), Third Sector Policy at the Crossroads. London: Routledge, pp. 3650.Google Scholar
Denters, D. and Rose, L. 2005. Comparing Local Governance. Basingstoke: Palgrave.CrossRefGoogle Scholar
Dunleavy, P., Margetts, H., Bastow, S. and Tinkler, J. 2006. ‘New public management is dead – Long live digital-era governance’, Journal of Public Administration Research and Theory 16(3): 467–94.Google Scholar
Edvardsson, B. and Olson, J. 1996. ‘Key concepts for new service development’, Service Industries Journal 16(2): 140–64.CrossRefGoogle Scholar
Fassnacht, M. and Koese, I. 2006. ‘Quality of electronic services and testing a hierarchical model’, Journal of Service Research 9(1): 1937.CrossRefGoogle Scholar
Frederickson, H. G. 1996. ‘Comparing the reinventing government movement with the new public administration’, Public Administration Review 56(3): 263–70.CrossRefGoogle Scholar
Gronroos, C. 1978. ‘A service oriented approach to the marketing of services’, European Journal of Marketing 12(8): 588601.CrossRefGoogle Scholar
Gronroos, C. 1998. ‘Marketing services: The case of a missing product’, Journal of Business & Industrial Marketing 13(4/5): 322–38.CrossRefGoogle Scholar
Gronroos, C. 2000. Service Management and Marketing. Chichester: John Wiley.Google Scholar
Hanf, K. and Scharpf, F. W. (eds.) 1978. Interorganizational Policy Making. London: Sage.Google Scholar
Haveri, A. 2007. ‘Complexity in local government change’, Public Management Review 8(1): 3146.CrossRefGoogle Scholar
Haugh, H. and Kitson, M. 2007. ‘The third way and the third sector: New Labour’s economic policy and the social economy’, Cambridge Journal of Economics 31(6): 973–94.CrossRefGoogle Scholar
Jung, T. 2010. ‘Citizens, co-producers, customers, clients, captives? A critical review of consumerism and public services’, Public Management Review 12(3): 439–46.CrossRefGoogle Scholar
Katz, S., Lantz, P., Janz, N., Fagerlin, A., Schwartz, K., Liu, L. and Morrow, M. 2005. ‘Patient involvement in surgery treatment decisions for breast cancer’, Journal of Clinical Oncology 23: 5526–33.CrossRefGoogle Scholar
Kearns, A. 1995. ‘Active citizenship and local governance: Political and geographical dimensions’, Political Geography 14(2): 155–75.CrossRefGoogle Scholar
Kettl, D. 1993. Sharing Power. Public Governance and Private Markets. Washington, DC: Brookings Institution Press.Google Scholar
Kettl, D. 2000. The Global Public Management Revolution. Washington, DC: Brookings Institution Press.Google Scholar
Kooiman, Jan. 1999. ‘Social-political governance: Overview, reflections and design’, Public Mangement Review 1(1): 6792.Google Scholar
Korkman, O. 2006. ‘Customer value formation in practice: A practice-theoretical approach’, Report A155, Hanken Swedish School of Economics, Helsinki, Finland.Google Scholar
Kristensson, P., Matthing, J. and Johansson, N. 2008. ‘Key strategies for the successful involvement of customers in the co-creation of new technology-based services’, International Journal of Service Industry Management 19(4): 474–91.CrossRefGoogle Scholar
Lovelock, C. H. 1983. ‘Classifying services to gain strategic marketing insights’, Journal of Marketing 47(3): 920.CrossRefGoogle Scholar
Lusch, R. and Vargo, S. (eds.) 2006. The Service Dominant Logic of Marketing. New York: M. E. Sharpe.Google Scholar
Lynn, L., Heinrich, C. and Hill, C. 2001. Improving Governance. A New Logic for Empirical Research. Washington, DC: Georgetown University Press.Google Scholar
Maddern, M., Maull, R., and Smart, A. 2007. ‘Customer satisfaction and service quality in UK financial services’, International Journal of Production and Operations Management, 27: 9981019.CrossRefGoogle Scholar
McLaughlin, K., Osborne, S. and Chew, C. 2009. ‘Developing the marketing function in U.K. public service organizations: The contribution of theory and practice’, Public Money and Management 29(1): 3542.CrossRefGoogle Scholar
Moore, M. 2002. Recognizing Value in Policing. Washington, DC: Police Executive Research Forum.Google Scholar
Normann, R. 1991. Service Management: Strategy and Leadership in Service Business. New York: Wiley.Google Scholar
Osborne, S. 2006. ‘The New Public Governance?Public Management Review 8(3): 377–88.CrossRefGoogle Scholar
Osborne, S. 2009. ‘Delivering public services: Are we asking the right questions?Public Money and Management 29(1): 57.CrossRefGoogle Scholar
Osborne, S. 2010. The New Public Governance? London: Routledge.CrossRefGoogle Scholar
Osborne, S. and Brown, L. 2011. ‘Innovation, public policy and public services: The word that would be king?Public Administration 89(4): 1335–50.CrossRefGoogle Scholar
Osborne, S., Radnor, Z. and Nasi, G. 2013. ‘A new theory for public services management? Towards a (public) service-dominant approach’, American Review of Public Administration 43(2): 135–58.CrossRefGoogle Scholar
Osborne, S., Radnor, Z., Vidal, I. and Kinder, T. 2015. ‘A sustainable business model for public services: the SERVICE framework’, British Journal of Management http://onlinelibrary.wiley.com/doi/10.1111/1467–8551.12094/abstract.Google Scholar
Osborne, S. and Strokosch, K. 2013. ‘It takes two to tango? Understanding the co-production of public services by integrating the services management and public administration perspectives’, British Journal of Management 24(S1): S3147.CrossRefGoogle Scholar
Ostrom, E. 1972. ‘Metropolitan reform: Propositions derived from two traditions’, Social Science Quarterly 53(3): 474–93.Google Scholar
Parks, R. B., Baker, P. C., Kiser, L., Oakerson, R., Ostrom, E., Ostrom, V. and Wilson, R. 1981. ‘Consumers as co-producers of public services: Some economic and institutional considerations’, Policy Studies Journal 9(7): 1001–11.CrossRefGoogle Scholar
Pestoff, V. 2006. ‘Citizens and co-production of welfare services: Childcare in eight European countries’, Public Management Review 8(4): 503–19.CrossRefGoogle Scholar
Pestoff, V. and Brandsen, T. 2009. ‘The governance of co-production’, Paper presented at the 13th Annual Conference of the International Research Society for Public Management, Copenhagen.Google Scholar
Pestoff, V., Osborne, S. P. and Brandsen, T. 2006. ‘Patterns of co-production in public services’, Public Management Review 8(4): 591–5.CrossRefGoogle Scholar
Pestoff, V., Brandsen, T. and Verschuere, B. (eds.) 2012. New Public Governance, the Third Sector and Co-Production. London: Routledge.Google Scholar
Porter, M. 1985. Competitive Advantage. New York: Free Press.Google Scholar
Powell, M., Greener, I., Szmigin, I., Doheny, S. and Mills, N. 2010. ‘Broadening the focus of public service consumerism’, Public Management Review 12(3): 323–40.CrossRefGoogle Scholar
Prahalad, C. and Ramaswamy, V. 2004. The Future of Competition: Co-Creating Unique Value with Customers. Boston: Harvard Business School Press.Google Scholar
Radnor, Z. and Osborne, S. 2013. ‘Lean: A failed theory for public services?Public Management Review 15(2): 265–87.CrossRefGoogle Scholar
Radnor, Z., Osborne, S., Kinder, T. and Mutton, J. 2013. ‘Operationalizing co-production in public services delivery: The contribution of service blueprinting’, Public Management Review 16(3): 402–23.Google Scholar
Renn, O. 2008. Risk Governance: Coping with Uncertainty in a Complex World. London: Earthscan.Google Scholar
Rhodes, R. 1997. Understanding Governance. Buckingham: Open University Press.Google Scholar
Salamon, L. 2002. The Tools of Government: A Guide to the New Governance. New York: Oxford University Press.Google Scholar
Svara, J. 2008. ‘Beyond dichotomy: Dwight Waldo and the intertwined politics–administration relationship’, Public Administration Review 68(1): 4652.CrossRefGoogle Scholar
Thomas, J. C. 2012. Citizen, Customer, Partner: Engaging the Public in Public Management. New York: M. E. Sharpe.Google Scholar
Von Hippel, E. 1994. ‘Sticky information and the locus of problem solving: Implications for innovation’, Management Science 40(4): 429–39.CrossRefGoogle Scholar
Von Hippel, E. 2005. Democratizing Innovation. Cambridge, MA: MIT Press.CrossRefGoogle Scholar

Save book to Kindle

To save this book to your Kindle, first ensure [email protected] is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×