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The purpose of this paper is to contribute to the feedback discourse by exploring how public managers and politicians use complaints from citizens to improve the overall and specific performance of public services. The main research questions are: Can citizen complaints analysis be a useful planning tool in the public sector? What can public managers learn from citizen feedback?

Applying an empirical approach (Yin, 2005), the multiple case studies treated in the paper aim to clarify a series of decisions (particularly, why feedback is not used to its maximum potential). The overall design includes a defined set of questions, and the research protocol includes data retrieval, collection and analysis. A new cataloging model is proposed to homogenize the spectrum of analysis. This model is intended to create a parallel between two local bodies different in size, mission, and complexity, but which have front office facilities and are in the same territory and have the same potential target population.

In total, 698 complaints and 183 corrective or preventive actions were analyzed. Public managers’ attention seems to focus on technical or normative issues rather than on aspects of public services. This may be explained by the lack of funds for training, the scarce use of relational and human capital development leverage, and the concomitant necessity to guarantee at least the same level of services as provided in previous years, confirming the “Blame the rich and credit the poor” mantra.

This paper offers a strategic approach to learning from citizen’s feedback that other scholars or practitioners have not yet provided. There are many academic studies on customer feedback as a continuous improvement tool for the private sector, but few for public administration.

This chapter investigates public value co-creation by researching how people make experience of public value creation across sectors and from a place perspective. The study draws on a qualitative thematic analysis conducted on a crowdsourced dataset of more than 1,000 case examples of place leadership provided across three years (2017–2019) by a sample of students. The results identify 21 themes (ways of co-creating public value from four realms of place-based leadership – political, community, managerial and business). We contribute to public value co-creation by better understanding what are (or might be) the contributions and the rewards to engage public, private non-profit and citizens in processes of co-creation within collaborative governance.

Over the last decade, international accounting harmonization and convergence with the increasing adoption of IFRS as national accounting standards have become dominant topics in international accounting research (Ashbaugh & Pincus, 2001; Chand & Patel, 2008; Christensen et al., 2007; Daske & Gebhardt, 2006; Daske et al., 2008; Ding et al., 2007; Hellmann et al., 2010; Lantto & Sahlström, 2008; Larson & Kenny, 2011; Peng & van der Laan Smith, 2010; Rezaee et al., 2010; Tyrrall et al., 2007). Given that the primary goal of international convergence is enhancing comparability of financial statements across countries, the influence of accountants’ professional judgment in the interpretation and application of accounting standards has increasingly been recognized as an important and controversial topic. Indeed, a growing number of studies have analyzed the influence of culture on standard setting (Bloom & Naciri, 1989; Ding et al., 2005; Schultz & Lopez, 2001), auditor independence (Agacer & Doupnik, 1991; Hwang et al., 2008; Patel & Psaros, 2000), and accountants’ values and judgments (Doupnik & Riccio, 2006; Doupnik & Richter, 2003, 2004; Patel, 2003). Although prior research has provided evidence that culture influences accountants’ exercise of professional judgments, these studies have largely focused on demonstrating differences between accountants from very distinct cultures or accounting systems. For example, Chand (2008) as well as Doupnik and Richter (2004) examined differences in the judgment of professional accountants with regard to the interpretation and application of uncertainty expressions by comparing Australian and Fijian and German and American accountants, respectively. Moreover, recent research on professional accountants’ judgments (Chand, 2008; Doupnik & Riccio, 2006; Doupnik & Richter, 2003) has largely focused on providing evidence that accountants from different accounting clusters significantly differ in their exercise of professional judgment. Indeed, researchers have often based their country selections on theoretical models of accounting clusters such as Gray's (1988) framework of accounting values or Nobes’ (1983) international accounting classification, predominantly to show differences between the Anglo-American accounting model and the Continental European accounting model.

Due to the evolution of the health-care scenario and the growing role of the primary care setting, the distribution processes of health technologies will be more and more in demand in the near future. This paper aims to investigate this theme, analyzing the performance, strengths and weaknesses of the current distribution practices, with the ultimate overarching aim to improve the provision of the primary care services.

The research framework is twofold. First, a tool to monitor the economic/quantitative performance of the distribution models was designed; second, the tool was applied to measure the performance of distribution models of absorbent devices for incontinence adopted by Local Health Authorities (LHA) in Lombardy Region (Italy). Quantitative data were collected by LHAs (from 2012 to 2016) and compared through data-benchmarking. Qualitative data from interviews and focus groups complemented the outcomes.

Two main distribution models were investigated: distribution through pharmacies and home delivery. Results show that there is no winning/preferable model in terms of economic/quantitative performance and service quality level, but a counterbalanced combination of strengths and weaknesses exists. Moving from the highlighted weaknesses and building on the strengths, an alternate distribution model is proposed for testing.

The present study approaches the theme of primary care services with a holistic approach, filling a literature gap. It also provides practitioners with a tool of performance analysis and management and real data, applicable also in international contexts. The collected real-world data also gives insights on the area of the quality of care, with particular reference to the patients’ experience. As a lesson learned, policymakers and the National Healthcare Service should re-think their current distribution models/practices in the light of the highlighted criticisms and opportunities for improvement.

This study aims to analyze the managerial levers previously considered in literature in the setting of the provision of primary care and community services (in particular for patients with long-term conditions being treated also at home) as well as those scarcely explored that could potentially be adopted in the future.

This study was a structured literature review. The authors retrieved papers, published from 2005–2020, from electronic databases (i.e. ABI/INFORM Complete, Jstor, PubMed and Scopus). Each selected paper was assigned to a framework category, and a thematic analysis was performed.

Topics scarcely explored in literature were related to logistics/supply chain, economic evaluations, performance management and customer satisfaction. Some papers embraced more than one management topic, confirming the multidisciplinary nature of territorial healthcare services. The majority of research, however, focused on only one aspect of primary care services, and a lack of an integrated view regarding the provision of those services emerged.

This study represents a first attempt to rationalize the fragmented body of knowledge on the topic of the provision of primary and community care services. This study enabled some light to be shed on the managerial levers already explored previously in literature and also identifies a number of trajectories for future research.

Over the last few decades, more emphasis has been placed on those innovations that can reconcile economic, social and environmental goals in order to achieve a “win-win-win” situation. This paper aims to systematise the scientific literature on Sustainable Innovation as a broad field in order to identify the most relevant scholars and their significant contributions as well as existing lines of research. Finally, future research directions are suggested.

A novel methodology, the Systematic Literature Network Analysis, has been applied. By using a dynamic approach to the traditional Systematic Literature Review, the present review investigates the creation, transfer, and development of knowledge throughout the epistemic community of Sustainable Innovation.

Starting from a sample of 1,108 articles, the critical assessment of the results detected five main themes: (1) “the role of Regulation, Market and Technology”; (2) “Eco-Innovation determinants and firm specific factors and the debate between corporate environmental performance and corporate financial performance”; (3) “Green innovation and internal and external drivers”; (4) “The strategic determinants of green (non-green) innovation”; (5) “The interplay between policy, regulations and the green innovation”.

From a practitioner's perspective, this study provides an objective view on the current internal, external drivers and strategic determinants of sustainability-oriented innovations and relevant studies that can guide managers in their decision-making processes and enhance sustainable innovation performance.

This study is a first attempt to unveil the evolution of knowledge in the field of sustainable innovation by utilizing bibliometric tools.