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"Public Service Logic offers a ground-breaking approach to the delivery and management of public services. For the first time, it integrates insights both from public administration and management and from service management and marketing to offer this new approach. Previous models of public administration and management (such as the New Public Management) have been focused either upon the internal efficiency of public service organizations or upon how to 'add-in' citizens to public service delivery through co-production. This book offers a new approach with three core elements. First, it understands public services as 'services' with a service-dominant rather than product-dominant orientation. Second, it focuses upon adding external value to citizens and public service users rather than simply upon the internal efficiency of public service organizations. Third, it offers a coherent model of the nature and dimensions of 'value' in relation to public services and how it can be created (or destroyed) through public services delivery. Public Service Logic will be of interest to researchers and students in the fields of public management and public administration, as well as to policy makers and public service managers"--

Cover -- Half Title -- Series Page -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- List of Illustrations -- About the Author -- List of Abbreviations -- Acknowledgements -- 1 Reforming Public Service Delivery - Successes and Failures -- Introduction -- The Shadow of the Past -- The Theoretical Basis of Contemporary PAM: A Flawed Approach? -- Reforming Public Services I: Efficiency and Effectiveness -- Reforming Public Services II: Enhancing User Participation and Engagement in Public Service Delivery -- Reforming Public Services III: Conclusions -- 2 The Foundations of Service Management and Marketing -- The Evolution of Service Management and Marketing (SMM) Theory -- Challenges to the Traditional SMM Framework -- Service Logic -- The Impact of Digital and Smart Technology -- Conclusions -- 3 The Evolution of Public Service Logic I -- Public Service Delivery and Management in Contemporary Society -- PSL and Public Policy -- The Public Service Ecosystem and PSL -- The Production of Public Services - an SMM Perspective -- Conclusions: PSL and the Production of Public Services -- 4 The Evolution of Public Service Logic II -- The Dimensions of Value in Public Service Production and Use/Consumption -- The Production and Use of Public Services and the Creation of Value -- A Three-Factor Model of Public Service Value Creation -- Integrating PSL -- Value Destruction and Co-destruction -- The Implications of Digital and Smart Technology for PSL -- 5 The Public Service Ecosystem -- The Public Service Ecosystem -- The Public Service Ecosystem as a Process -- Value Creation and Production within the Public Service Ecosystem -- An Integrated Example: The Public Service Ecosystem in Action -- 6 The Implications of Public Service Logic I -- PSL and Public Policy.

1. Introduction : the (New) Public governance : a suitable case for treatment? / Stephen P. Osborne -- 2. Global perspectives on governance / Patricia Kennett -- 3. Meta-governance and public management / B. Guy Peters -- 4. Innovations in governance / Mark Moore and Jean Hartley -- 5. Governance and governability / Jan Kooiman -- 6. Does governance exist? / Owen Hughes -- 7. What endures? : public governance and the cycle of reform / Laurence E. Lynn, Jr. -- 8. Theory of organizational partnerships : partnership advantages, disadvantages and success factors / Ronald W. McQuaid -- 9. Public-private partnerships and public governance challenges / Carsten Greve and Graeme Hodge -- 10. Introducing the theory of collaborative advantage / Siv Vangen and Chris Huxham -- 11. Relationship marketing, relational capital and the governance of public services delivery / Stephen P. Osborne, Kate McLaughlin and Celine Chew -- 12. Leading across frontiers : how visionary leaders integrate people, processes, structures and resources / Barbara C. Crosby, John M. Bryson and Melissa M. Stone -- 13. Public governance and the third sector : opportunities for co-production and innovation? / Victor Pestoff and Taco Brandsen -- 14. Governance, contract management and public management / Donald F. Kettl -- 15. Governance of outsourcing and contractual relationships / Federica Farneti, Emanuele Padovani and David W. Young -- 16. governance of contracting relationships : "killing the golden goose" : a third-sector perspective / Steven Rathgeb Smith and Judith Smyth -- 17. Trust in governance networks : looking for conditions for innovative solutions and outcomes / Erik_Hans Klijn -- 18. Implementation and managerial networking in the New Public Governance / Laurence J. O'Toole, Jr. and Kenneth J. Meier -- 19. From new public management to networked community governance? : strategic local public service networks in England / Steve Martin -- 20. Policy networks : theory and practice / Tobias Jung -- 21. Policy networks in practice : the debate on the future of Amsterdam Airport Schiphol / Menno Huys and Joop Koppenjan -- 22. Governance, networks and policy change : the case of cannabis in the United Kingdom / Beatriz Acevedo and Richard Common -- 23. Conclusions : public governance and public services delivery : a research agenda for the future / Stephen P. Osborne.

Key issues for the third sector in Europe / Stephen P Osborne -- The third sector and civil society / Gyorgy Jenei and Eva Kuti -- Where does social capital come from? / Dag Wollebaek and Per Selle -- The rise of Romanian NGOs in the democratization process of the society after 1990 / Marton Balogh -- Welfare architecture and voluntarism. Or why 'changing the welfare mix' means different things in different contexts / Lars Skov Henriksen. [et al.] -- The third sector and the social inclusion agenda : the role of social enterprises in the field of work integration / Marthe Nyssens -- The third sector and the delivery of public services : an evaluation of different meta-theoretical perspectives / Taco Brandsen -- The third sector and the provision of public services in Slovakia / Juraj Nemec -- The innovative capacity of voluntary and community organizations : exploring the organizational and environmental contingencies / Stephen P Osborne and Celine Chew -- Co-production, the third sector and functional representation in Sweden / Victor Pestoff -- Co-governance and co-production : from social enterprise towards public-private co-enterprise / Francesco Manfredi and Mirella Maffei -- Evolving state--third sector relations in Turkey / Korel Goyman -- The uneasy partnership of the state and the third sector in the Czech Republic / Pavol Fric -- Institutionalising relationships between government and the third sector : the case of the Estonian compact / Tiina Randma-Liiv, Daimar Liiv and Ulle Lepp -- Hybrid organizations. Background, concepts, challenges / Adalbert Evers -- Teachers and middle managers in a hybrid educational sector / Marlies Honingh -- The role of social enterprises in Europe : a core element or a distraction in the provision of public services? / Isobel Vidal -- Social co-operatives for persons with mental health problems in Greece : a specific form of social enterprise / Dimitris Ziomas -- The economic analysis of non-profit organizations' management / Marc Jegers -- Conclusions : the state of our knowledge and future challenges / Markku Kiviniemi.