The potential of service-dominant logic as a tool for developing public sector services: A study of a Swedish case
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 19 March 2018
Abstract
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.
Keywords
Citation
Westrup, U. (2018), "The potential of service-dominant logic as a tool for developing public sector services: A study of a Swedish case", International Journal of Quality and Service Sciences, Vol. 10 No. 1, pp. 36-48. https://doi.org/10.1108/IJQSS-02-2016-0013
Publisher
:Emerald Publishing Limited
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