REFERENCES
- Alam, I. (2006) Removing the Fuzziness from the Fuzzy Front-End of Service Innovations Through Consumer Interactions. Industrial Marketing Management, 35: pp468–80.
- Alford, J. (2009) Engaging Public Sector Clients: From Service-Delivery to Co-Production, Basingstoke: Palgrave.
- Andrews, R. and Boyne, G. (2011) The Impact of Management on Administrative and Survey Measures of Organizational Performance. Public Management Review, 13:2 pp227–55.
- Baranova, P., Morrison, S. and Mutton, J. (2010) Service Design in Higher and Further Education: A Briefing Paper. University of Derby, JISC CETIS. Available at http://wiki.cetis.ac.uk/images/8/82/Service_Design.pdf [accessed 30 March 2012].
- Baranova, P., Morrison, S. and Mutton, J. (2011) Enhancing the Student Experience through Service Design. Perspectives, 15:4 pp122–8.
- Bason, C. (2010) Leading Public Sector Innovation. Co-Creating for a Better Society, Bristol: Policy Press.
- Bitner, M., Jo, A., Ostrom, L. and Morgan, F. N. (2008) Service Blueprinting: A Practical Technique for Service Innovation. California Management Review, 50:3 pp66–94.
- Brown, L. and Osborne, S. (2013) Innovation and Risk in Public Services: Towards a New Theoretical Framework. Public Management Review, 15:3 pp186–208.
- Brudney, J. and England, R. (1983) Toward a Definition of the Coproduction Concept. Public Administration Review, January/February: pp59–65.
- Carroll, J. M. ed. (1995) Scenario-Based Design: Envisioning Work and Technology in System Development, New York: Wiley.
- Ferlie, E., Hartley, J. and Martin, S. (2003) Changing Public Service Organizations: Current Perspectives and Future Prospects. British Journal of Management, 14:s1 pps1–14.
- Frederickson, G. H. (1996) Comparing the Reinventing Government Movement with the New Public Administration. Public Administration Review, 43: pp263–70.
- Gallouj, F. (2002) Innovation in the Service Economy, Cheltenham: Edward Elgar.
- George, M. L. (2003) Lean Six Sigma for Service, New York: McGraw-Hill.
- Goldstein, S. M., Johnston, R., Duffy, J. and Rao, J. (2002) The Service Concept: The Missing Link in Service Design Research? Journal of Operations Management, 20:2 pp121–34.
- Gronroos, C. (1998) Marketing Services: The Case of a Missing Product. Journal of Business & Industrial Marketing, 13:4/5 pp322–38.
- Gronroos, C. (2007) Service Management and Marketing, Chichester: John Wiley & Sons.
- Gummesson, E., Lusch, R. F. and Vargo, S. L. (2010) Transitioning from Service Management to Service-Dominant Logic: Observations and Recommendations. International Journal of Quality and Service Sciences, 2:1 pp8–22.
- Hart, C. W. L., Heskett, J. L. and Sasser Jr, W. E. (1990) The Profitable Art of Service Recovery. Harvard Business Review, July–August: pp148–56.
- Jung, T. (2010) Citizens, Co-Producers, Customers, Clients, Captives? A Critical Review of Consumerism and Public Services. Public Management Review, 12:3 pp439–46.
- Katz, S., Lantz, P., Janz, N., Fagerlin, A., Schwartz, K., Liu, L., Deapen, D., Salem, B., Lakhani, I. and Morrow, M. (2005) Patient Involvement in Surgery Treatment Decisions for Breast Cancer. Journal of Clinical Oncology, 23:24 pp5526–33.
- Kristensson, P., Matthing, J. and Johansson, N. (2008) Key Strategies for the Successful Involvement of Customers in the Co-Creation of New Technology-Based Services’. International Journal of Service Industry Management, 19:4 pp474–91.
- Kuniavsky, M. (2010) Smart Things: Ubiquitous Computing User Experience Design, New York: Morgan Kaufmann.
- Lovelock, C. and Wirtz, J. (2004) Services Marketing. People, Technology, Strategy, London: Pearson Educational.
- Lusch, R. F., Vargo, S. L. and O’Brien, M. (2007) Competing Through Service: Insights from Service Dominant Logic. Journal of Retailing, 83:1 pp2–18.
- McLaughlin, K., Osborne, S. P. and Chew, C. (2009) Developing the Marketing Function in UK Public Service Organizations: The Contribution of Theory and Practice. Public Money & Management, 29:1 pp35–42.
- Nankervis, A. (2005) Managing Services, Melbourne: Cambridge University Press.
- Normann, R. (1991) Service Management: Strategy and Leadership in Service Business, New York: Wiley.
- Osborne, S. and Brown, L. (2011) Innovation, Public Policy and Public Services: The Word That Would Be King? Public Administration, 89:4 pp1335–50.
- Osborne, S. P. (2010) Delivering Public Services: Time for a New Theory? Public Management Review, 12:1 pp1–10.
- Osborne, S. P., Radnor, Z. J. and Nasi, G. (2013) A New Theory for Public Service Management? Towards a Service-Dominant Approach. American Review of Public Administration, 43:2 pp135–58.
- Ostrom, E. (1996) Crossing the Great Divide: Coproduction, Synergy and Development. World Development, 24:6 pp1073–87.
- Palmer A. (2008) Principles of Services Marketing, London: McGraw-Hill Education.
- Parks, R. B., Baker, P. C., Kiser, L., Oakerson, R., Ostrom, E., Ostrom, V., Percy, S. L., Vandivort, M. B., Whitaker, G. P. and Wilson, R. (1981) Consumers as Co-Producers of Public Services: Some Economic and Institutional Considerations. Policy Studies Journal, 9:7 pp1001–11.
- Pestoff, V. (2006) Citizens and Co-Production of Welfare Services. Public Management Review, 8:4 pp503–19.
- Powell, M., Greener, I., Szmigin, I., Doheny, S. and Mills, N. (2010) Broadening the Focus of Public Service Consumerism. Public Management Review, 12:3 pp323–40.
- Radnor, Z. J. and McGuire, M. (2004) Performance Management in the Public Sector: Fact or Fiction? International Journal of Productivity and Performance Management, 53:1 pp245–50.
- Sampson, S. E. (2012) Visualizing Service Operations. Journal of Service Research, 15:2 pp182–98.
- Scott Morton, M. S. (1991) The Corporation of the 1990s: Information Technology and Organizational Transformation, New York: Oxford University Press.
- Shostack, G. L. (1982) How to Design a Service. European Journal of Marketing, 16:1 pp49–63.
- Shostack, G. L. (1984) Designing Services That Deliver. Harvard Business Review, Jan-Feb: pp133–9.
- Shostack, G. L. (1987) Service Positioning Through Structural Change. Journal of Marketing, 51:1 pp34–43.
- Von Hippel, E. (1994) ‘Sticky Information’ and the Locus of Problem Solving: Implications for Innovation. Management Science, 40:4 pp429–39.
- Von Hippel, E. (2005) Democratizing Innovation, Cambridge, MA: MIT Press.
- Womack, J. and Jones, D. (1996) Lean Thinking: Banish the Waste and Create Wealth in Your Organisation, New York: Simon and Schuster.