Understanding Value Creation from a Public Service Logic

Abstract

Abstract Under New Public Management (NPM) value creation has traditionally been associated with the internal organisational efficacy of public service organisations and their ability to achieve efficient service delivery and value for money. This chapter argues that the pre-eminence of the NPM has been at the expense of a deeper understanding of value and the processes through which it is created. It proposes that by understanding value creation from a service perspective, public service production may be understood as a relational process, which is influenced by various actors, resources, and interactions. To support this discussion, we draw on the service research by exploring both its insights and limitations in a public service context.