Reforming public services: does service logic have anything to offer?

Christian Grönroos

Public Management Review, 2019, vol. 21, issue 5, 775-788

Abstract: This article discusses what service management and the logic of service (SL) can offer to public service management. There are no real inbuilt differences between public and private service organizations and no reasons why public service organizations (PSOs) would be less efficient and less service-focussed and oriented towards service users than private service organizations. Good service management rather than privatization is required to make a PSO more efficient and effectively outward-oriented. Service-focussed value creation management and how service logic can be applied by PSOs to enable them to transform to outward-focussed service organizations are discussed. A change framework is presented.

Date: 2019
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DOI: 10.1080/14719037.2018.1529879

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