Understanding value creation from a public service logic

Kirsty Strokosch, Stephen P. Osborne

Research output: Chapter in Book/Report/Conference proceedingChapter


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.
Original languageEnglish
Title of host publicationThe Resilience of New Public Management
Place of PublicationOxford
PublisherOxford University Press
Number of pages19
ISBN (Electronic)9780191991912
ISBN (Print)9780198883814
Publication statusPublished - 22 Feb 2024


  • value
  • value creation
  • public service logic
  • public service management
  • service perspective


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