Abstract
ABSTRACT This study explores how public service organizations’ (PSOs) strategic stances impact citizens’ perceived service performance from a public service logic (PSL) perspective. Existing research often focuses on organizational-level performance, overlooking individual citizens’ subjective judgements. By using citizens’ perceived service quality and overall satisfaction as proxies for value-in-use and value-in-context derived from public services, this study provides new insights on how PSOs’ strategies influence value creation. Utilizing multilevel analysis on nested datasets from two surveys in China, this research offers empirical evidence for the strategic influence on individual value creation.
Published Version
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