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User-orientation in public service organizations: making use of value as a thick concept

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  • Pernilla Danielsson
  • Ulrika Westrup

Abstract

Value is a key concept in public service logic. However, exactly what the concept of value brings to public services, where the value of a service cannot be linked to a cost or a payment, has not received much attention. In this article, examples are shown of how value is expressed empirically by a corpus based on interviews with various stakeholders in a municipal service context. The study presents the value concept as a thick concept, and as a way of approaching user-orientation, but only if several value perspectives and timeframes are included, and if the user’s perspective (not user-perspective) is highlighted.

Suggested Citation

  • Pernilla Danielsson & Ulrika Westrup, 2024. "User-orientation in public service organizations: making use of value as a thick concept," Public Management Review, Taylor & Francis Journals, vol. 26(4), pages 1013-1032, April.
    • Handle: RePEc:taf:rpxmxx:v:26:y:2024:i:4:p:1013-1032
    DOI: 10.1080/14719037.2022.2136398
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