The role of customers in the development of public organizations

Engström, Jon, Elg, Mattias, Poksinska, Bozena, Witell, Lars and Snyder, Hannah (2015). The role of customers in the development of public organizations. In Mattias Elg, Per-Erik Ellström, Magnus Klofsten and Malin Tillmar (Ed.), Sustainable development in organizations: studies on innovative practices (pp. 93-108) Cheltenham, United Kingdom: Edward Elgar. doi:10.4337/9781784716899.00012


Author Engström, Jon
Elg, Mattias
Poksinska, Bozena
Witell, Lars
Snyder, Hannah
Title of chapter The role of customers in the development of public organizations
Title of book Sustainable development in organizations: studies on innovative practices
Place of Publication Cheltenham, United Kingdom
Publisher Edward Elgar
Publication Year 2015
Sub-type Research book chapter (original research)
DOI 10.4337/9781784716899.00012
Open Access Status Not Open Access
ISBN 9781784716899
Editor Mattias Elg
Per-Erik Ellström
Magnus Klofsten
Malin Tillmar
Chapter number 7
Start page 93
End page 108
Total pages 16
Total chapters 19
Collection year 2016
Language eng
Abstract/Summary In this chapter we focus on the role of customers in the development of public organizations. We aim to illustrate how customer involvement can be used not only to learn about customer needs, but also to create a tension for change. Following Van de Ven (1986), we view tension for change as dissatisfaction with current conditions that trigger change. Success for public organizations is dependent on their ability to satisfy the needs of their stakeholders (Bryson, 2004). As a consequence, key stakeholders are increasingly being considered an important resource in public sector reforms and change initiatives (Bingham et al., 2005; Tritter and McCallum, 2006). The customer – who receives private value at an agency’s business end – is conceived of as a stakeholder of vital importance for renewal and change (Osborne et al., 2014). The image of the citizen or customer as someone who is passive and submissive is gradually being replaced by someone who is active and engaged (Nordgren, 2008).
Keyword Customer involvement
Innovation
Public oragnizations
Service development
Q-Index Code B1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Book Chapter
Collections: Non HERDC
UQ Business School Publications
 
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Created: Thu, 02 Jun 2016, 11:11:21 EST by Hannah Snyder on behalf of UQ Business School