From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation?

Osborne, Stephen P.

doi:10.1080/14719037.2017.1350461

Cited by 382 publications

(460 citation statements)

References 31 publications

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“…Although telehealth is designed from the service provider prospective and its simplified user interface suggests service use is a case of 'passive co-production' (Osborne et al, 2016) our findings provide a suitable case of phenomenological value co-creation where value-in-use exceeds the non-monetary costs implied by the initial value proposition offered by the originating healthcare provider (Skålén et al, 2014). This enquiry into telehealth service use is therefore consistent with a shift of focus from provider interactions to those within a wider service system (Osborne, 2017a). Telehealth users tend to be older, often suffer from multiple chronic health difficulties, and many find it difficult to negotiate life outside the home.…”

Section: Methodssupporting

confidence: 69%

“…Second, we illustrate how bottom-up service adaptations at the micro level of individual service interactions can be interpreted as initiating service innovation at the meso level. Third, we provide insight that responds to calls to understand the conditions and outcomes of value co-creation, to encourage open systems approaches to public service governance (Osborne, 2017a;Voorberg et al, 2014aVoorberg et al, , 2015.…”

mentioning

confidence: 99%

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Service innovation through resource integration: An empirical examination of co-created value using telehealth services

Jefferies

Bishop

Hibbert

2019

Public Policy and Administration

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Scholars, policymakers and practitioners recognise the potential to improve public services through active citizen involvement and much research has examined the formal opportunities to 'co-produce' changes in the structures and cultures of public services. Yet scholars have devoted little attention to the opportunities for service and social innovation that emerge from the everyday activities of service users and their phenomenological experiences of realising value from service interactions. This qualitative study of telehealth users explores how and why public service beneficiaries co-create value. It argues that understanding citizens' approaches to co-create phenomenological value is a vital component of the collaborative processes that generate social benefit.

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Section: Methodssupporting

confidence: 69%

mentioning

confidence: 99%

Service innovation through resource integration: An empirical examination of co-created value using telehealth services

Jefferies

Bishop

Hibbert

2019

Public Policy and Administration

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“…More specifically examining PSM's applicability in the voluntary sector engages with debates within Public Management about the dominance of the New Public Management (NPM) paradigm (Diefenbach 2009;Osborne 2006Osborne & 2017Osborne et al 2015). These challenges have focussed on NPM's central objective of reforming public service 5 organisations (PSOs) through the application of private sector techniques and values, such as an emphasis on managerial efficiency and cost reductions (Radnor and Osborne 2013).…”

Section: Public Management and Public Service Motivationmentioning

confidence: 99%

Examining public service motivation in the voluntary sector: implications for public management

Lapworth

James

Wylie

2017

Public Management Review

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“…Therefore, the actor combination at the core of the health care service delivery represents the reason why the standardized and predefined quality measures at the roots of patient surveys are unable to catch patients' ideas and experiences. In other words, patient surveys inhibit the collaboration with health providers, fundamental to boost resource density, improve the available resources and increase value (Normann, 2001). …”

Section: A Possible Rereading Of Patient Surveys Through Ecosystems Viewmentioning

confidence: 99%

“…public organizations, third sector organizations, private firms, patients and families), with whom health organizations interact, contributing to shape a health care ecosystem with faded boundaries (Pinho, Beirão, Patrício, & Fisk, 2014;Frow et al, 2016;Beirao, Patrício, & Fisk, 2017, Ciasullo et al, 2017. Actors' collaboration is essential to increase resources density, their availability and the value they contribute to create (Normann, 2001). Thus, actors constantly create and recreate emergent A2A structures (Lusch & Nambisan, 2015), lying upon different activities enacted within the health care service system, which form and reform mutual links able to enhance health outcomes and patient satisfaction.…”

Section: A Possible Rereading Of Patient Surveys Through Ecosystems Viewmentioning

confidence: 99%

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Ciasullo¹,

Troisi²,

Cosimato³

et al. 2018

IJBM

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Purpose -This paper focuses on the analysis of the most common tools that health care organizations use to assess the quality of the delivered services, the patient surveys. In line with the results of a systematic literature review on the issue, the study embraces service ecosystem perspective to understand why these surveys are unable to grasp actors' disposition to co-create value for the health care system.Methodology -An in-depth literature review based on PRISMA framework explored 34 works on the topic of patient surveys in order to trace the evolution of the relationship users/providers and to highlight the criticalities related to the adoption of patient surveys in service-oriented era. The study discusses critically their efficacy to understand how they can affect (positively or negatively) the viability of a health care service eco-system.Findings -The literature review highlights patient surveys inability in grasping the real perception that patients have of experienced services and in involving them in value co-creation, through their engagement in service design and delivery. Moreover, the results reveal the need to adopt Service Dominant (S-D) Logic and service eco-system perspective to reread the traditional tools to measure quality in healthcare. For this reason, the metaphor of health service eco-system "infection" is launched, depicting the negative influence of patient satisfaction surveys on value co-creation and the subsequent service eco-system viability.Practical implications -The study shows that assuming a service eco-system perspective based on S-D logic, health care system should boost and preserve value co-creation processes. Moreover, institutions should foster those "rules of the game" that institutionalize the contribution of health providers to value co-creation, defining specific strategies to avoid the "infections" of health care service eco-system, e.g. investing and promoting non-detrimental tools.Originality -This study represents one of the first attempts to reread the tools used to assess patient embracing a service eco-system perspective. Interesting implications have been presented in terms of the negative effect that traditional assessment tools have on providers, patients and the whole society.

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From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation?

Cited by 382 publications

References 31 publications

Service innovation through resource integration: An empirical examination of co-created value using telehealth services

Service innovation through resource integration: An empirical examination of co-created value using telehealth services

Examining public service motivation in the voluntary sector: implications for public management

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

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