Service innovation and organisational development through public–private partnership
by Kongkiti Phusavat, Pornthep Anussornnitisarn, Narongsak Comepa, Pekka Kess, Binshan Lin
International Journal of Management and Enterprise Development (IJMED), Vol. 8, No. 4, 2010

Abstract: The study examines three successful service improvement cases by the public sector in order to highlight their common success factors. The methodology includes interviews, focus-group discussions and the applications of the Grounded Theory. The findings reveal that the public–private partnership has primarily contributed to improved services and better organisational development for the public sectors. Other common factors are the attention on understanding citizens' expectation and limitations, the interpretations of social trends such as city life styles and families with working parents, and constantly measuring service satisfaction and consistency. The findings should further assist future organisational development and management for public agencies as they are faced with budget and resource constraints.

Online publication date: Tue, 08-Jun-2010

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