Value creation and destruction involving multiple public service organizations: a focus on frontline employees

Gyllenhammar, Daniel; Eriksson, Erik; Löfgren, Märit

doi:10.1080/14719037.2023.2206398

Cited by 9 publications

(1 citation statement)

References 70 publications

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“…PSL acknowledges that value can be created/destroyed/unaltered through interaction with public services, both by one actor alone or in consort, hence employing the "co-" prefix (Cluley et al 2021;Gyllenhammar et al 2023). Employing a positive connotation, value can be created either at the nexus of the interaction with the PSO, constituting value creation, or by the service users alone, through resource integration with their needs, constituting value creation (Osborne 2018, p. 225).…”

Section: Theoretical Approachmentioning

confidence: 99%

The Role of Expectation Management in Value Creation: A Case Study on Municipal Managers’ Experiences with Offering Supported Housing

Ulvin,

Tingvold,

Aase

et al. 2024

Administrative Sciences

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Theoretically rooted in public service logic (PSL), this article explores managers’ experiences constructing value propositions and facilitating the value creation process in a public sector environment. It reports on a qualitative study from a Norwegian municipal setting based on individual and focus group interviews supported by participant observations and relevant documents. The data were analyzed according to the guidelines of stepwise-deductive inductive analysis (SDI). The findings substantiate changes in the utilized supported housing forms and highlight urgency’s pervasive effect on transition processes to supported housing for individuals with intellectual disabilities and the need for around-the-clock support. This study contributes to public management research by examining the process of constructing value propositions and the managers’ efforts to contribute to the formation of more realistic expectations towards the municipality’s scope and level of service among prospective service users and their families. The article contributes to the PSL discourse by providing the complementary concept of expectation–reality mitigation as a particular form of expectation management suited for the complexities and constraints of value creation in public service settings.

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Section: Theoretical Approachmentioning

confidence: 99%