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Public Management Review Volume 18, 2016 - Issue 5
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Designing Public Services: The usefulness of three service design methods for identifying user experiences

Jakob TrischlerSouthern Cross Business School, Southern Cross University, Coolangatta, AustraliaCorrespondence[email protected]
&
Donald Robert ScottSouthern Cross Business School, Southern Cross University, Lismore, AustraliaCorrespondence[email protected]
Pages 718-739 | Published online: 02 Apr 2015

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E. Eriksson & T. Andersson. (2023) The ‘service turn’ in a new public management context: a street-level bureaucrat perspective. Public Management Review 0:0, pages 1-25.
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Rocco Palumbo & Mohammad Fakhar Manesh. (2023) Travelling along the public service co-production road: a bibliometric analysis and interpretive review. Public Management Review 25:7, pages 1348-1384.
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Nanna Møller Mortensen & Catherine Needham. (2023) ‘I do not want to be one of her favourites’. Emotional display and the co-production of frontline care services. Public Management Review 25:7, pages 1260-1281.
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Noé K. Kouassi, Heidi Jane M. Smith & Rocío Huerta Cuervo. (2023) Insights on co-creation in Mexico: challenges to its application of public-private partnerships. International Review of Public Administration 28:2, pages 242-254.
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Mª Luz Martín-Peña, Cristina García-Magro & José María Sánchez-López. (2023) Service design through the emotional mechanics of gamification and value co-creation: a user experience analysis. Behaviour & Information Technology 0:0, pages 1-21.
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Pernilla Danielsson & Ulrika Westrup. (2022) User-orientation in public service organizations: making use of value as a thick concept. Public Management Review 0:0, pages 1-20.
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Jakob Trischler & Jessica Westman Trischler. (2022) Design for experience – a public service design approach in the age of digitalization. Public Management Review 24:8, pages 1251-1270.
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Maria Taivalsaari Røhnebæk, Valérie François, Norbert Kiss, Alberto Peralta, Luis Rubalcaba, Kirsty Strokosch & Edwina Yida Zhu. (2022) Public service logic and the creation of value propositions through framing. Public Management Review 0:0, pages 1-22.
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Jeffrey D. Straussman. (2022) Co-production at the front line: a user reflection on theory and practice. Public Management Review 24:1, pages 1-7.
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Paula Rossi & Sanna Tuurnas. (2021) Conflicts fostering understanding of value co-creation and service systems transformation in complex public service systems. Public Management Review 23:2, pages 254-275.
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Nuno Baptista, Helena Alves & Nelson Matos. (2020) Public Sector Organizations and Cocreation With Citizens: A Literature Review on Benefits, Drivers, and Barriers. Journal of Nonprofit & Public Sector Marketing 32:3, pages 217-241.
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Erik M. Eriksson. (2019) Representative co-production: broadening the scope of the public service logic. Public Management Review 21:2, pages 291-314.
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Jill Nicholson-Crotty, Sean Nicholson-Crotty & Danyao Li. (2023) Social Identity and Cooperative Behavior by Public Administrators. Administration & Society 55:6, pages 1118-1143.
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Sue Kilpatrick, Jane Farmer, Sherridan Emery, Peter Kamstra, Artur Steiner, Anthony McCosker & Karen Carlisle. (2023) Community transformed? Exploring the interaction between online support and rural community life for people with acute mental health conditions. Journal of Rural Studies 99, pages 167-175.
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Pei Li, Mengshi Pan, Hongjian Qu & Chunmao Wu. (2022) The effects of visual-audio merchandising elements on consumers’ impulsive purchase intentions in apparel e-customization. Textile Research Journal 92:23-24, pages 4678-4694.
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Lívia Flávia de Albuquerque Campos, Jackeline Mendes Pereira & Flávio Henrique Pinheiro Lopes. (2022) Design para serviços públicos: métodos e técnicas para estudo da experiência do usuário.. Design para serviços públicos: métodos e técnicas para estudo da experiência do usuário..
Noella Edelmann. 2022. Scientific Foundations of Digital Governance and Transformation. Scientific Foundations of Digital Governance and Transformation 415 435 .
Stephen P. Osborne, Greta Nasi & Madeline Powell. (2021) Beyond co‐production: Value creation and public services. Public Administration 99:4, pages 641-657.
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A. Paula Rodriguez Müller, Cesar Casiano Flores, Valerie Albrecht, Trui Steen & Joep Crompvoets. (2021) A Scoping Review of Empirical Evidence on (Digital) Public Services Co-Creation. Administrative Sciences 11:4, pages 130.
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Noella Edelmann & Ines Mergel. (2021) Co-Production of Digital Public Services in Austrian Public Administrations. Administrative Sciences 11:1, pages 22.
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Kristina Areskoug Josefsson, Annika Nordin & Sofia Kjellström. 2021. Processual Perspectives on the Co-Production Turn in Public Sector Organizations. Processual Perspectives on the Co-Production Turn in Public Sector Organizations 42 58 .
Barbara Hunter, Ruby Biezen, Karyn Alexander, Natalie Lumsden, Christine Hallinan, Anna Wood, Rita McMorrow, Julia Jones, Craig Nelson & Jo-Anne Manski-Nankervis. (2020) Future Health Today: codesign of an electronic chronic disease quality improvement tool for use in general practice using a service design approach. BMJ Open 10:12, pages e040228.
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Line Margrethe Jenhaug. (2020) Employees’ resistance to users’ ideas in public service innovation. Australian Journal of Public Administration 79:4, pages 444-461.
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Ksenija Kuzmina, Rhoda Trimingham & Tracy Bhamra. (2020) Organisational Strategies for Implementing Education for Sustainable Development in the UK Primary Schools: A Service Innovation Perspective. Sustainability 12:22, pages 9549.
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Alessandro Stefanini, Davide Aloini, Elisabetta Benevento, Riccardo Dulmin & Valeria Mininno. (2020) A data-driven methodology for supporting resource planning of health services. Socio-Economic Planning Sciences 70, pages 100744.
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Paloma Piqueiras, María‐José Canel & Vilma Luoma‐aho. 2020. The Handbook of Public Sector Communication. The Handbook of Public Sector Communication 277 287 .
Hendrik Scholta, Sebastian Halsbenning, Bettina Distel & Jörg Becker. 2020. Electronic Government. Electronic Government 164 178 .
Silvana Aciar, Mayela Coto & Gabriela Aciar. 2020. Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing. Social Computing and Social Media. Participation, User Experience, Consumer Experience, and Applications of Social Computing 147 157 .
Nicola Capolupo, Gabriella Piscopo & Carmela Annarumma. (2019) Value co-creation andco-production in the interaction between citizens and public administration. Kybernetes 49:2, pages 313-331.
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Marili Ruus, Ingrid Pappel, Valentyna Tsap & Dirk Draheim. 2019. Digital Transformation and Global Society. Digital Transformation and Global Society 29 40 .
Maram Barifah & Monica Landoni. 2019. Human-Computer Interaction. Perspectives on Design. Human-Computer Interaction. Perspectives on Design 18 30 .
Francesco Longo & Elisabetta Notarnicola. (2018) Home care for the elderly in Sweden, Germany and Italy: A case of multi‐level governance strategy‐making. Social Policy & Administration 52:7, pages 1303-1316.
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Jakob Trischler, Anita Zehrer & Jessica Westman. (2018) A designerly way of analyzing the customer experience. Journal of Services Marketing 32:7, pages 805-819.
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Philippe Gauthier, Sébastien Proulx & Yaprak Hamarat. (2018) L’esthétique de la santé publique : essai d’analyse réaliste des qualités de l’expérience de services. Sciences du Design n° 7:1, pages 86-103.
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Jari Vuori, Marika Kylänen & Santtu Mikkonen. 2018. Cross-Sectoral Relations in the Delivery of Public Services. Cross-Sectoral Relations in the Delivery of Public Services 79 93 .
Jakob Trischler, Per Kristensson & Don Scott. (2018) Team diversity and its management in a co-design team. Journal of Service Management 29:1, pages 120-145.
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Heli Kautonen & Mika P. Nieminen. (2016) Critical Look at the User-Centered Design Competencies. Critical Look at the User-Centered Design Competencies.
Andrea Gasparini & Heli Kautonen. (2016) Mind the Change!. Mind the Change!.
Maddalena Sorrentino, Marco De Marco & Cecilia Rossignoli. 2016. Exploring Services Science. Exploring Services Science 649 659 .

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