16
2015

OPERATIONALIZINGCO-PRODUCTION INPUBLIC SERVICESDELIVERY:The contribution of service

 

Zoe Radnor (University of Loughborough, England) etc.

 

Abstract

 

We have argued for public services to moveaway from product-dominant logic towards aservice approach. By taking a services orientation,the experience, inter-organizational,and systemic nature of public services deliverycan be considered along with the role ofthe service user as a co-producer. In thisarticle, we unpack how co-production canbe operationalized through the applicationof service blueprinting. This article presentsan example within higher education wherethe creation of a blueprint brought togetherstaff and students to focus on the design ofstudent enrolment, resulting in improvedstudent experience and supporting coproduction.

 

Key words

 

Co-production, higher education, serviceblueprinting, service management

 

Public Management Review, 2014

Vol. 16, No. 3, 402–423, http://dx.doi.org/10.1080/14719037.2013.848923

http://libgen.in/scimag8/10.1080/14719037.2013.848923.pdf