Toward a public service management: past, present, and future directions

Abstract

Purpose-In providing a fine grained analysis of public service management the review makes an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Design/methodology/approach-Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings-The review presents the Public Service Network Framework (PSNF) to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. Research limitations/implications-The review encourages service management research to examine the dynamic, diverse and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value-The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.

Following the yellow brick road? (Dis)enchantment with co-design, co-production and value co-creation in public services

“…Trischler and Charles 2019). Newer conceptualizations of organizational configurations implicated in the delivery of public services are Trischler's and Charles's (2019) public service ecosystems, following Vargo and Lusch's (2016) service ecosystems, and Hodgkinson's public service network framework (Hodgkinson et al 2017). Both go beyond service users and service providers as essential co-creators of services and, instead, speak of networks of actors interacting in wider policy ecosystems, in recognition of the dynamic and diverse nature of contemporary public services.…”

“…Service cases in this issue range from waste management, public health, environmental education, public safety (Trischler and colleagues) tax administration, public safety, environmental services (Kang and Ryzin, as well as Alonso and colleagues, for environmental services), specialist health services (Hardyman and colleagues), disability services (Best and colleagues), youth services and elderly care (Lember et al). They are an insightful collection of empirical settings, as the networks of actors involved in each of these services overlap at least partially, in a manner which reminds of Hodgkinson's public service network framework (Hodgkinson et al 2017). They also cover both professional judgement dominant/client judgement weak services (e.g.…”

“…Petrescu's is a viable direction, as shown by service marketing in private sector settings, but also by very recent public service management research (e.g. Hodgkinson et al 2017), as well as shown by policy and practice developments, such as the Big Society in the UK. The latter was abandoned due to political pressures (e.g.…”

“…On the other hand, we have reached what appears to be a consensus, or at least significant agreement that the way forward in this are of research, at a macro-level, is that of a systems' view of public services, one where value is co-created between stakeholders and where there is little or no 'objective' measure of value. Thus, marketing (Petrescu, in this issue), public management (Lember et al, in this issue) and operations management (Hodgkinson et al 2017) scholars independently have started embracing this systems' view of both services and value created through services. Their implicit agreement on this conceptual lenses is very encouraging for the re-enchantment prospects of the 'co-' paradigm.…”

Proyeksi Fundamen Pelayanan Publik Menuju Pelayanan Publik Ideal

“…Proyeksi juga harus ditantang dengan masa depan pelayanan publik yang semakin kompleks misalkan oleh Hodgkinson et al (2017) yang dikaitkan dengan peran jaringan yang kompleks dalam penciptaan nilai pelayanan publik. Selain itu juga kondisi publik sendiri yang terus berubah.…”