What Do We See Through the Service-Dominant Lens? Insights from a Swedish Public Service Case

Summary, in English

The service-dominant logic in the context of public services has only previously been studied empirically to a very limited degree. The purpose of this article is to provide knowledge of what the theory of service-dominant logic makes visible in public service practice. The empirical material is case concerning a new public service organisation – a service centre. The professionals’ own experiences of how they perform their day-to-day work constitutes the material, which has been gathered in via interviews and focus group interviews. The result shows that the service dominant perspective makes visible: (1) the poor exchange of resources between service systems internally and externally: (2) that deeper knowledge of what is value-creating in different types of services is not made possible in professional day-to-day work: (3) that the approach whereby the organisation offers solutions and the service user receives these retains quantitative and measurable data during follow-up. In implementing the public service-dominant perspective, professional relationships are of crucial significance, thus needing management and co-workership to be in focus.

• Author: Ulrika Westrup
• Department/s: Department of Service Studies
• Publishing year: 2017
• Language: English
• Document type: Conference paper: abstract
• Topic: Social Sciences Interdisciplinary
• Keywords: Public service; Goods-dominant logic; Service-dominant logic; Public service-dominant logic
• Conference name: THE EUROPEAN INSTITUTE OF RETAILING AND SERVICES STUDIES (EIRASS)
• Conference date: 2017-06-26 - 2017-06-29
• Conference place: Vancouver, Canada
• Status: Published