Title: Service innovation and organisational development through public–private partnership

Authors: Kongkiti Phusavat, Pornthep Anussornnitisarn, Narongsak Comepa, Pekka Kess, Binshan Lin

Addresses: Department of Industrial Engineering, Kasetsart University, Bangkok 10900, Thailand. ' Department of Industrial Engineering, Kasetsart University, Bangkok 10900, Thailand. ' Department of Industrial Engineering, Kasetsart University, Bangkok 10900, Thailand. ' Department of Industrial Engineering and Management, University of Oulu, P.O. Box 4610, Oulu 90014, Finland. ' Department of Management and Marketing, Louisiana State University in Shreveport, One University Place, Shreveport, LA 71115, USA

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.

Keywords: public–private partnerships; PPP; service innovation; organisational development; enterprise development; public sector; citizen expectations; social trends; city lifestyles; working parents; customer satisfaction.

DOI: 10.1504/IJMED.2010.033621

International Journal of Management and Enterprise Development, 2010 Vol.8 No.4, pp.383 - 397

Published online: 08 Jun 2010 *

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