Relevant and Preferred Public Service: A study of user experiences and value creation in public transit

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

“…Similarly, the Kano model was used to study how satisfied residents are with water supply services and which attributes should be improved to enhance the satisfaction level (Andriani, Anthara, Robecca, & Setiadi, ). Priyono (), Högström, Davoudi, Löfgren, and Johnson (), and Wu, Cao, and Huting () used the Kano‐based methods to study public transport services and found that the critical attributes are a comfort, safety, reliability, and reasonable total travel time. These attributes must be met to increase the popularity of public transportation.…”

The SERVICE Framework: A Public‐service‐dominant Approach to Sustainable Public Services

“…This would be facile. As we argue below it has been significant in addressing the prior poor design of public services in many countries (Barraza, Smith and Dahlgaard‐Park, ; Radnor, ); it has revealed the importance of balancing efficiency and effectiveness in delivery of public services and provided important tools to do so (Dahler‐Larsen, ; Högström et al ., ; McLaughlin, Osborne and Ferlie, 2002). Also the use of contractual mechanisms within an NPM framework has sharpened the focus of service delivery in many cases (Wistow et al ., ).…”

Does ownership matter for service delivery value? an examination of citizens’ service satisfaction

“…The environment surrounding public leisure organizations is a particularly suitable research setting given the range of alternate providers present. These organizations can be described as 'more private-like' (Hansen and Jacobsen 2016) where performance is dependent upon creating value that attracts users (Högström, Davoudi, Löfgren, and Johnson 2016). In this service setting local government increasingly contract out their service to other providers (Alonso, Andrews, and Hodgkinson 2016), hence by focusing on this single service setting it enables a more comparable examination of ownership types that can be considered as operationally similar (Andrews et al 2011b) providing a clearer context to interpret ownership effects on citizens' satisfaction.…”

“…For citizen-facing services such as education, culture and leisure services, transit agencies and so forth, public organizations must be more externally-oriented rather than internally focused for greater responsiveness to the demands of the citizenry (Hansen and Jacobsen 2016; Hodgkinson and Hughes 2014). Hence, when creating service delivery value is a priority of service provision (Högström et al 2016) citizens' service satisfaction becomes a key performance measure (e.g. Hansen and Jacobsen 2016).…”