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

Stephen P. Osborne*, Zoe Radnor, Tony Kinder, Isabel Vidal

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract

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.

Original languageEnglish
Pages (from-to)424-438
Number of pages15
JournalBritish Journal of Management
Volume26
Issue number3
Early online date30 Mar 2015
DOIs
Publication statusPublished - 14 Jul 2015

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