User-orientation in public service organizations: making use of value as a thick concept

References

• Alford, J. 2016. “Co-Production, Interdependence and Publicness: Extending Public Service-Dominant Logic.” Public Management Review 18 (5): 673–691. doi:10.1080/14719037.2015.1111659.
   Web of Science ®Google Scholar
• Alford, J., and C. Greve. 2017. “Strategy in the Public and Private Sectors: Similarities, Differences and Changes.” Administrative Sciences 7 (4): 1–17. doi:10.3390/admsci7040035.
   Web of Science ®Google Scholar
• Alvesson, M., and D. Kärreman. 2007. “Construction Mystery: Empirical Matters in Theory Development.” Academy of Management Review 32 (4): 1265–1281. doi:10.5465/amr.2007.26586822.
   Web of Science ®Google Scholar
• Alvesson, M., and K. Sköldberg. 2017. Reflexive Methodology. New Vistas for Qualitative Research. London: Sage.
   Google Scholar
• Bozeman, B. 2019. “Public Values: Citizens’ Perspective.” Public Management Review 21 (6): 817–838. doi:10.1080/14719037.2018.1529878.
   Web of Science ®Google Scholar
• Bozeman, B., and J. Johnson. 2015. “The Political Economy of Public Values: A Case for the Public Sphere and Progressive Opportunity.” American Review of Public Administration 45 (1): 61–85. doi:10.1177/0275074014532826.
   Web of Science ®Google Scholar
• Brown, S. 2007. “Are We Nearly There Yet? On the Retro-Dominant Logic of Marketing.” Marketing Theory 7 (3): 291–300. doi:10.1177/1470593107080348.
   Google Scholar
• Cyr, J. 2019. Focus Groups for the Social Science Researcher. Cambridge: Cambridge University Press.
   Google Scholar
• Dahlin-Ivanoff, S., and K. Holmgren. 2017. Fokusgrupper [Focus Groups]. Lund: Studentlitteratur.
   Google Scholar
• Danielsson, P. 2003. “Automatic Extraction of Meaningful Units from Corpora.” International Journal of Corpus Linguistics 8 (1): 109–127. doi:10.1075/ijcl.8.1.06dan.
   Google Scholar
• Davey, J., and C. Grönroos. 2019. “Health Service Literacy: Complementary Actor Roles for Transformative Value Co-Creation.” Journal of Services Marketing 33 (6): 687–701. doi:10.1108/JSM-09-2018-0272.
   Web of Science ®Google Scholar
• Dudau, A. 2009. “Leadership in Public Sector Partnerships: A Case Study of Local Safeguarding Children Boards.” Public Policy and Administration 24 (4): 399–415. doi:10.1177/0952076709340714.
   Google Scholar
• Dudau, A., R. Glennon, and B. Verschuere. 2019. “Following the Yellow Brick Road? (Dis)enchantment with Co-Design, Co-Production and Value Co-Creation in Public Services.” Public Management Review 21 (11): 1577–1594. doi:10.1080/14719037.2019.1653604.
   Web of Science ®Google Scholar
• Echeverri, P., and P. Skålén. 2011. “Co-Creation and Co-Destruction: A Practice-Theory Based Study of Interactive Value Formation.” Marketing Theory 11 (3): 351–373. doi:10.1177/1470593111408181.
   Web of Science ®Google Scholar
• Eisenhardt, K. M. 1989. “Building Theories from Case Study Research.” The Academy of Management Review 14 (4): 532–550. doi:10.2307/258557.
   Web of Science ®Google Scholar
• Engen, M., M. Fransson, J. Quist, and P. Skålén. 2021. “Continuing the Development of the Public Service Logic: A Study of Value Co-Destruction in Public Services.” Public Management Review 23 (6): 886–905. doi:10.1080/14719037.2020.1720354.
   Web of Science ®Google Scholar
• Eriksson, E. M. 2019. “Representative Co-Production: Broadening the Scope of the Public Service Logic.” Public Management Review 21 (2): 291–314. doi:10.1080/14719037.2018.1487575.
   Web of Science ®Google Scholar
• Eriksson, E., T. Andersson, A. Hellström, C. Gadolin, and S. Lifvergren. 2020. “Collaborative Public Management: Coordinated Value Propositions Among Public Service Organizations.” Public Management Review 22 (6): 791–812. doi:10.1080/14719037.2019.1604793.
   Web of Science ®Google Scholar
• Espersson, M., and U. Westrup. 2019. “Value Destruction in Swedish Welfare Services: Frontline Workers’ Impact on Asylum-Seeking Minors’ Possibilities of Creating Value in Early Integration.” International Journal of Public Administration 43 (2): 144–154. doi:10.1080/01900692.2019.1672729.
   Web of Science ®Google Scholar
• Fontana, A., and J. H. Frey. 1994. “Interviewing. The Art of Science.” In Handbook of Qualitative Research, edited by N. K. Denzin and Y. S. Lincoln, 361–376. Thousand Oaks, CA: Sage.
   Google Scholar
• Grönroos, C. 2008. “Service Logic Revisited: Who Creates Value? And Who Co-Creates?” European Business Review 20 (4): 298–314. doi:10.1108/09555340810886585.
   Google Scholar
• Grönroos, C. 2012. “Conceptualising Value Co-Creation: A Journey to the 1970s and Back to the Future.” Journal of Marketing Management 28 (13–14): 1520–1534. doi:10.1080/0267257X.2012.737357.
   Google Scholar
• Grönroos, C. 2019. “Reforming Public Services: Does Service Logic Have Anything to Offer?” Public Management Review 21 (5): 775–788. doi:10.1080/14719037.2018.1529879.
   Web of Science ®Google Scholar
• Grönroos, C., and P. Voima. 2013. “Critical Service Logic: Making Sense of Value Creation and Co-Creation.” Journal of the Academy of Marketing Science 41 (2): 133–150. doi:10.1007/s11747-012-0308-3.
   Web of Science ®Google Scholar
• Gunnarsson, M. 2016. Please be patient: A cultural phenomenological study of hemodialysis and kidney transplantation care. PhD diss., Lund University.
   Google Scholar
• Hallin, A., and J. Helin. 2018. Intervjuer [Interviews]. Lund: Studentlitteratur.
   Google Scholar
• Hardyman, W., K. L. Daunt, and M. Kitchener. 2015. “Value Co-Creation Through Patient Engagement in Health Care: A Micro-Level Approach and Research Agenda.” Public Management Review 17 (1): 90–107. doi:10.1080/14719037.2014.881539.
   Web of Science ®Google Scholar
• Heinonen, K., T. Strandvik, K.-J. Mickelsson, B. Edvardsson, E. Sundström, and P. Andersson. 2010. “A Customer-Dominant Logic of Service.” Journal of Service Management 21 (4): 531–548. doi:10.1108/09564231011066088.
   Web of Science ®Google Scholar
• Helkkula, A., C. Kelleher, and M. Pihlström. 2012. “Characterizing Value as an Experience: Implications for Service Researchers and Managers.” Journal of Service Research 15 (1): 59–75. doi:10.1177/1094670511426897.
   Web of Science ®Google Scholar
• Hilppö, J., L. Lipponen, K. Kumpulainen, and M. Virlander. 2016. “Sense of Agency and Everyday Life: Children’s Perspective.” Learning, Culture and Social Interaction 10: 50–59. doi:10.1016/j.lcsi.2015.10.001.
   Web of Science ®Google Scholar
• Hodgkinson, I. R., C. Hannibal, B. W. Keating, R. H. Buxton, and N. Bateman. 2017. “Toward a Public Service Management: Past, Present, and Future Directions.” Journal of Service Management 28 (5): 998–1023. doi:10.1108/JOSM-01-2017-0020.
   Web of Science ®Google Scholar
• Högström, C., S. Davoudi, M. Löfgren, and M. Johnson. 2016. “Relevant and Preferred Public Service: A Study of User Experiences and Value Creation in Public Transit.” Public Management Review 18 (1): 65–90. doi:10.1080/14719037.2014.957343.
   Web of Science ®Google Scholar
• Høibjerg, G. R. 2021. ‘If I Get a Job, I Will Just Die Here’. An Ethnographic Public Service Study on Refugee Integration in Norway. PhD diss., Inland Norway University of Applied Sciences.
   Google Scholar
• Järvi, H., A. K. Kähkönen, and H. Torvinen. 2018. “When Value Co-Creation Fails: Reasons That Lead to Value Co-Destruction.” Scandinavian Journal of Management 34 (1): 63–77. doi:10.1016/j.scaman.2018.01.002.
   Web of Science ®Google Scholar
• Jos, P. H., and M. E. Tompkins. 2009. “Keeping It Public: Defending Public Service Values in a Customer Service Age.” Public Administration Review 69 (6): 1077–1086. doi:10.1111/j.1540-6210.2009.02065.x.
   Web of Science ®Google Scholar
• Jung, T. 2010. “Citizens, Co-Producers, Customers, Clients, Captives? A Critical Review of Consumerism and Public Services.” Public Management Review 12 (3): 439–446. doi:10.1080/14719031003787940.
   Web of Science ®Google Scholar
• Laamanen, M., and P. Skålén. 2015. “Collective–Conflictual Value Co-Creation: A Strategic Action Field Approach.” Marketing Theory 15 (3): 381–400. doi:10.1177/1470593114564905.
   Web of Science ®Google Scholar
• Laing, A. 2003. “Marketing in the Public Sector: Towards a Typology of Public Services.” Marketing Theory 3 (4): 427–445. doi:10.1177/1470593103042005.
   Google Scholar
• Laud, G., L. Bove, C. Ranaweera, W. W. C. Leo, J. Sweeney, and S. Smith. 2019. “Value Codestruction: A Typology of Resource Misintegration Manifestations.” Journal of Services Marketing 33 (7): 866–889. doi:10.1108/JSM-01-2019-0022.
   Google Scholar
• Lindqvist, K., and U. Westrup. 2020. “Non-Voluntary Service Interaction from a Service Logic Perspective: Children and Value Co-Creation.” Public Management Review 22 (12): 1781–1798. doi:10.1080/14719037.2019.1648698.
   Web of Science ®Google Scholar
• Lusch, R. F., and S. L. Vargo. 2014. Service-Dominant Logic: Premises, Perspectives, Possibilities. Cambridge: Cambridge University Press.
   Google Scholar
• Morgan, D. L. 1996. “Focus Groups.” Annual Review of Sociology 22: 129–152. doi:10.1146/annurev.soc.22.1.129.
   Web of Science ®Google Scholar
• Morgan, D. L., and R. A. Krueger. 1993. “When to Use Focus Groups and Why.” In Successful Focus Groups: Advancing the State of the Art, edited by D. L. Morgan, 3–19. London: Sage.
   Google Scholar
• Normann, R., and R. Ramirez. 1993. “From Value Chain to Value Constellation: Designing Interactive Strategy.” Harvard Business Review 71 (4): 65–77.
   PubMed Web of Science ®Google Scholar
• Osborne, S. P. 2018. “From Public Service-Dominant Logic to Public Service Logic: Are Public Service Organizations Capable of Co-Production and Value Co-Creation?” Public Management Review 20 (2): 225–231. doi:10.1080/14719037.2017.1350461.
   Web of Science ®Google Scholar
• Osborne, S. P. 2021. Public Service Logic. Creating Value for Public Service Users, Citizens, and Society Through Public Service Delivery. New York: Routledge.
   Google Scholar
• Osborne, S. P., M. Cucciniello, G. Nasi, and K. Strokosch. 2021. “New Development: Strategic User-Orientation in Public Services Delivery—the Missing Link in the Strategic Trinity?” Public Money & Management 41 (2): 172–175. doi:10.1080/09540962.2020.1758401.
   Web of Science ®Google Scholar
• Osborne, S., G. Nasi, and M. Powell. 2021. “Beyond Co‐production: Value Creation and Public Services.” Public Administration 99 (4): 1–17. doi:10.1111/padm.12718.
   Web of Science ®Google Scholar
• Osborne, S. P., M. Powell, T. Cui, and K. Strokosch. 2021. “New Development: ‘Appreciate–Engage–Facilitate’—the Role of Public Managers in Value Creation in Public Service Ecosystems.” Public Money & Management 41 (8): 668–671. doi:10.1080/09540962.2021.1916189.
   Web of Science ®Google Scholar
• Osborne, S. P., M. Powell, T. Cui, and K. Strokosch. 2022. “Value Creation in the Public Service Ecosystem. An Integrative Framework.” Public Administration Review 82: 634–645. doi:10.1111/puar.13474.
   Web of Science ®Google Scholar
• Osborne, S. P., Z. Radnor, T. Kinder, and I. Vidal. 2015. “The Service Framework: A Public-Service-Dominant Approach to Sustainable Public Services.” British Journal of Management 26 (3): 424–438. doi:10.1111/1467-8551.12094.
   Web of Science ®Google Scholar
• Osborne, S. P., Z. Radnor, and G. Nasi. 2013. “A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach.” American Review of Public Administration 43 (2): 135–158. doi:10.1177/0275074012466935.
   Web of Science ®Google Scholar
• Osborne, S. P., Z. Radnor, and K. Strokosch. 2016. “Co-Production and the Co-Creation of Value in Public Services: A Suitable Case for Treatment?” Public Management Review 18 (5): 639–653. doi:10.1080/14719037.2015.1111927.
   Web of Science ®Google Scholar
• Osborne, S. P., and K. Strokosch. 2022. “Participation: Add-On or Core Component of Public Service Delivery?” Australian Journal of Public Administration 81: 181–200. doi:10.1111/1467-8500.12536.
   Web of Science ®Google Scholar
• Petrescu, M. 2019. “From Marketing to Public Value: Towards a Theory of Public Service Ecosystems.” Public Management Review 21 (11): 1733–1752. doi:10.1080/14719037.2019.1619811.
   Web of Science ®Google Scholar
• Pramling Samuelsson, I., D. Sommer, and K. Hundeide. 2013. Barnperspektiv Och Barnens Perspektiv I Teori Och Praktik [Child Perspective and Children’s Perspective in Theory and Practice]. Stockholm: Liber.
   Google Scholar
• Reitan, T. 2019. “Negotiating Space in Confined Places – Co-Production of Public Services with Unwilling Users.” Scandinavian Journal of Public Administration 23 (3–4): 61–81.
   Google Scholar
• Sandin, B., and G. Halldén. 2003. “Välfärdsstatens Omvandling och en Ny Barndom [The Transformation of the Welfare State and a New Childhood].” In Barnets Bästa: En Antologi Om Barndomens Innebörder Och Välfärdens Organisering[Best for the Child: An Anthology on the Meanings of Childhood and the Organization of Welfare], edited by Sandin, B. and G. Halldén, 7-24. Lund: Symposion.
   Google Scholar
• Sandman, L. 2007. “Vårdens Tjocka Språk – Om Värdighet Och Andra Begrepp. [The Thick Language of Care - About Dignity and Other Concepts.” In Vårdens Språk [The Language of Care], edited by S. Määttä and K. Segesten K, 39–61. Stockholm: Liber.
   Google Scholar
• Scott, M. 2022. WordSmith Tools. [Accessed 2022 08 19]. https://www.lexically.net/wordsmith/
   Google Scholar
• Seim, S., and T. Slettebø. 2017. “Challenges of Participation in Child Welfare.” European Journal of Social Work 20 (6): 882–893. doi:10.1080/13691457.2017.1320531.
   Web of Science ®Google Scholar
• Simmons, R., and C. Brennan. 2017. “User Voice and Complaints as Drivers of Innovation in Public Services.” Public Management Review 19 (8): 1085–1104. doi:10.1080/14719037.2016.1257061.
   Web of Science ®Google Scholar
• Sinclair, J. 1991. Corpus, Concordance, Collocation. Oxford: Oxford University Press.
   Google Scholar
• Skålén, P., J. Karlsson, M. Engen, and P. R. Magnusson. 2018. “Understanding Public Service Innovation as Resource Integration and Creation of Value Propositions.” Australian Journal of Public Administration 77 (4): 700–714. doi:10.1111/1467-8500.12308.
   Web of Science ®Google Scholar
• Strokosch, K., and S. P. Osborne. 2016. “Asylum Seekers and the Co-Production of Public Services: Understanding the Implications for Social Inclusion and Citizenship.” Journal of Social Policy 45 (4): 673–690. doi:10.1017/S0047279416000258.
   Web of Science ®Google Scholar
• Tisdall, E. K. M. 2017. “Conceptualising Children and Young People’s Participation: Examining Vulnerability, Social Accountability and Co-Production.” The International Journal of Human Rights 21 (1): 59–75. doi:10.1080/13642987.2016.1248125.
   Web of Science ®Google Scholar
• Trischler, J., and M. Charles. 2019. “The Application of a Service Ecosystems Lens to Public Policy Analysis and Design: Exploring the Frontiers.” Journal of Public Policy & Marketing 38 (1): 19–35. doi:10.1177/0743915618818566.
   Web of Science ®Google Scholar
• Trischler, J., and D. R. Scott. 2016. “Designing Public Services: The Usefulness of Three Service Design Methods for Identifying User Experiences.” Public Management Review 18 (5): 718–739. doi:10.1080/14719037.2015.1028017.
   Web of Science ®Google Scholar
• Van der Wal, Z., and E. Th. J. van Hout. 2009. “Is Public Value Pluralism Paramount? The Intrinsic Multiplicity and Hybridity of Public Values.” International Journal of Public Administration 32 (3/4): 220–231. doi:10.1080/01900690902732681.
   Google Scholar
• Van der Weele, S. 2021. “Thick Concepts in Social Research: What, Why, and How?” International Journal of Qualitative Methods 20. doi:10.1177/16094069211066165.
   Web of Science ®Google Scholar
• Voorberg, W. H., V. J. J. M. Bekkers, and L. G. Tummers. 2015. “A Systematic Review of Co-Creation and Co-Production: Embarking on the Social Innovation Journey.” Public Management Review 17 (9): 1333–1357. doi:10.1080/14719037.2014.930505.
   Web of Science ®Google Scholar
• Wibeck, W., M. Abrandt Dahlgren, and G. Öberg. 2007. “Learning in Focus Groups: An Analytical Dimension for Enhancing Focus Group Research.” Qualitative Research 7 (2): 249–267. doi:10.1177/1468794107076023.
   Google Scholar