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  • 1.
    Kaluza, Johan
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).
    Sjukskrivnas arbetsbörda: Arbetande medborgare möter en kundorienterad byråkrati2018Doctoral thesis, monograph (Other academic)
    Abstract [en]

    This dissertation is based on a study of Sweden’s Social Insurance Agency. Theoretically, it takes its departure in the literature on working consumers and customer-oriented bureaucracies. The following paradox constitutes the basis of this dissertation: in order to qualify for health insurance, the citizen’s ability to work must be limited while it is presupposes that his/her can work within the system, in order to gain access to it. In explaining how this paradox is managed, the aim of this dissertation is to map out and explain the practices that working citizens and customer-oriented bureaucrats carry out when putting health insurance into practice. This results in the assertion that work consists of eight practices divided up into two themes; support practices and control practices. On the basis of practice theory, it is then discussed how these practices interact and what occurs when the interaction fails. The dissertation also identifies the strategies correction, pressure, and taking over, which actors use when interaction between practices fails.

    This dissertation contributes with new knowledge developing the concept of working citizens, and by the mapping out the work done when putting public services into practice. This work is partly stimulated by citizens’ worries about doing something wrong. Caseworkers use citizens’ work to ease their own working situation by means of what is designated, in the dissertation, as bureaucratic co-creation. Development of this concept makes up the dissertation’s next key research contribution. Through this concept, the theory of customer-oriented bureaucracies is further developed. The concept also creates a basis for a critical discussion on the concept of co-creation in service research, which presupposes that citizens are freely able to influence the outcome of the processing of their case. The dissertation shows, however, that co-creation for citizens consists exclusively of routine work and control practices.

  • 2.
    Kaluza, Johan
    et al.
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Skålén, Per
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Addressing Public Sector Challenges from a Service Logic Perspective2013Conference paper (Refereed)
    Abstract [en]

    A whole range of new public management (NPM) initiatives has during the last 30 years been introduced to meet the challenges of the public sector. The political aim for many of these NPM initiatives has been to get control over public spending and increase the internal efficiency of public sector organizations (PSOs). This has been done, mainly through introducing practices and programs, which has been developed within industrial organizations. In this conceptual paper we outline a service logic framework, which addresses the challenges of the public sector. We argue that this framework may counterbalance the NPM initiatives that has promoted and institutionalized goods logic practices and programs within PSOs. The main notion of this service logic framework is that citizens, as end-users, create value to become better off or to solve a problem. This is done through integration of different resources. The role of PSOs within the service logic is to facilitate resources and/or through interaction collaboratively co-create value. Drawing on a larger service system value creation, value facilitation and value co-creation can be seen as parts of a wider social system which makes them contextual. By outlining a service logic framework, for the public sector, we also suggested 12 implications for management and scholars within the field. 

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