The ‘service turn’ in a new public management context: a street-level bureaucrat perspective

E. Eriksson and T. Andersson

Public Management Review, 2024, vol. 26, issue 7, 2014-2038

Abstract: It is increasingly argued that public management should build on a service logic instead of the prevailing manufacturing logic of New Public Management (NPM). Drawing from three cases in Swedish public healthcare, key features of a service logic such as value creation, co-production, and collaboration are prominent in formal documents and everyday talk. However, the 67 interviews in this study reveal that the service logic ideal is practically unreachable in a context impregnated by NPM. Instead, we suggest that street-level bureaucrats often need to address service logic expectations (public values, relationship-building, etc.) using an NPM logic (measurements, control, etc.).

Date: 2024
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DOI: 10.1080/14719037.2023.2241051

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