Relevant and Preferred Public Service: A study of user experiences and value creation in public transit
2016 (English)In: Public Management Review, ISSN 1471-9037, E-ISSN 1471-9045, Vol. 18, no 1, 65-90 p.Article in journal (Refereed) Published
When public service success is dependent upon creating value that attracts users, public managers can benefit from adopting private sector principles. This article draws on the theory of attractive quality and strategic management research to focus on the theoretical and managerial implications of how organizations' resource allocations affect user experiences. The present study shows how public transit organizations' achievement of twenty-five different service requirements affected their offerings' relevance and preference among 930 users. This article increases the understanding of how strategic choices and prioritization between various service requirements affect both the effectiveness and efficiency of (public) service offerings.
Place, publisher, year, edition, pages
2016. Vol. 18, no 1, 65-90 p.
service management, user experiences, public transit, theory of attractive quality, value creation
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-33395DOI: 10.1080/14719037.2014.957343ISI: 000363978200004OAI: oai:DiVA.org:kau-33395DiVA: diva2:738069