The potential of service-dominant logic as a tool for developing public sector services

Abstract

PurposeThe purpose of this paper is to analyse and discuss the potential of the service-dominant logic (SDL) as a tool for developing more effective public sector services in practice.Design/methodology/approachOne case concerning a public sector service organization has been studied – a contact centre in a Swedish municipality. The material consists of descriptions of managers’ and co-workers’ experiences of how day-to-day operations are performed to manage services provided to citizens. The material has been gathered via interviews and focus group interviews.FindingsThe study found that SDL has something to offer as a tool. SDL indicates that the distinctive features of different kinds of services, the exchange of knowledge and the dependency between actors do not have a high priority in the day-to-day work done at the contact centre. However, SDL cannot actually guarantee that public services will be more effective without including the politicians.Research limitations/implicationsThe findings only originate from one organization. No service users have participated.Practical implicationsWhen using SDL as a tool for developing public sector services, the role of the politician is crucial. Public service managers must therefore find ways of including politicians in the service system as important and committed actors.Originality/valueSDL, in the context of public sector services, has only previously been studied to a very limited degree empirically.