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

Osborne, S. P., Radnor, Z., Kinder, T. and Vidal, I. (2015). The SERVICE Framework: A Public-service-dominant Approach to Sustainable Public Services. British Journal of Management, 26(3), pp. 424-438. doi: 10.1111/1467-8551.12094

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.

Publication Type: Article
Additional Information: This is the peer reviewed version of the following article: Osborne, S. P., Radnor, Z., Kinder, T. and Vidal, I. (2015). The SERVICE Framework: A Public-service-dominant Approach to Sustainable Public Services. British Journal of Management, 26(3), pp. 424-438., which has been published in final form at https://doi.org/10.1111/1467-8551.12094. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HJ Public Finance
J Political Science > JS Local government Municipal government
Departments: Professional Services
URI: http://openaccess.city.ac.uk/id/eprint/20663
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