Purpose
The purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice.
Design/methodology/approach
One case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews.
Findings
The study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and the dependency between actors do not have a high priority in the day-to-day work done at the contact centre. However, SDL cannot actually guarantee that public services will be more effective without including the politicians.
Research limitations/implications
The findings only originate from one organization. No service users have participated.
Practical implications
When using SDL as a tool for developing public sector services, the role of the politician is crucial. Public service managers must therefore find ways of including politicians in the service system as important and committed actors.
Originality/value
SDL, in the context of public sector services, has only previously been studied to a very limited degree empirically.
Public sector services are complex in relation to many private sector services. For example, public sector services contain non-voluntary service interaction. This area of practice has not been extensively researched to date. In this article, we explore and discuss service interaction in public non-voluntary services targeting children, in order to understand what elements go into value co-creation. We use a conceptual model of value co-creation in service developed by Christian Grönroos, and propose elaborations of the model to better reflect the complexities of public sector services.
The aim of this article is to investigate ways in which welfare frontline workers' conceptualization of Swedishness destroys asylum-seeking minors' (16-17 years) possibilities of creating value during the service process in early integration. Focus group interviews and in-depth interviews were conducted with coaches at accommodation centres, schoolteachers and social workers. The analytical approach employed makes use of a service logic perspective. The findings indicate that the frontline workers contribute to destructed value in three ways through: (1) conditions, (2) limitations and (3) contradictions in their interacation with the minors. All in all, during these asymmetrical service situations, it is significant to understand the importance of frontline workers being given the opportunity by management to increase their own awareness of how their professional work impact upon a minor's possibilities of creating value.
Denna artikel har som syfte att förstå hur anställda upplever att relationerna till kollegorna förändrades när de blev förhindrade att mötas fysiskt i det påtvingade distansarbetet under coronapandemin. Studien baseras på djupintervjuer med anställda inom kunskapsintensiva yrken. Resultatet visar på (i) färre kontakter, (ii) minskad tillgänglighet och (iii) försvagad dynamik mellan kollegor. Slutsatsen som dras är att de som arbetade på distans under coronapandemin, inte inkluderade ansvar för de sociala relationerna i sina arbetsuppgifter och att de därför inte särskilt engagerade sig för att upprätthålla dem.
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