IDEAS home Printed from https://ideas.repec.org/a/gam/jadmsc/v14y2024i5p95-d1389144.html
   My bibliography  Save this article

The Role of Expectation Management in Value Creation: A Case Study on Municipal Managers’ Experiences with Offering Supported Housing

Author

Listed:
  • Kim Ulvin

    (Centre for Care Research East, Norwegian University of Science and Technology (NTNU), 2815 Gjøvik, Norway)

  • Laila Tingvold

    (Centre for Care Research East, Norwegian University of Science and Technology (NTNU), 2815 Gjøvik, Norway)

  • Karina Aase

    (Centre for Care Research East, Norwegian University of Science and Technology (NTNU), 2815 Gjøvik, Norway
    Centre for Resilience in Healthcare SHARE, Faculty of Health Sciences, University of Stavanger, 4036 Stavanger, Norway)

  • Siv Fladsrud Magnussen

    (Centre for Care Research East, Norwegian University of Science and Technology (NTNU), 2815 Gjøvik, Norway)

Abstract

Theoretically rooted in public service logic (PSL), this article explores managers’ experiences constructing value propositions and facilitating the value creation process in a public sector environment. It reports on a qualitative study from a Norwegian municipal setting based on individual and focus group interviews supported by participant observations and relevant documents. The data were analyzed according to the guidelines of stepwise-deductive inductive analysis (SDI). The findings substantiate changes in the utilized supported housing forms and highlight urgency’s pervasive effect on transition processes to supported housing for individuals with intellectual disabilities and the need for around-the-clock support. This study contributes to public management research by examining the process of constructing value propositions and the managers’ efforts to contribute to the formation of more realistic expectations towards the municipality’s scope and level of service among prospective service users and their families. The article contributes to the PSL discourse by providing the complementary concept of expectation–reality mitigation as a particular form of expectation management suited for the complexities and constraints of value creation in public service settings.

Suggested Citation

  • Kim Ulvin & Laila Tingvold & Karina Aase & Siv Fladsrud Magnussen, 2024. "The Role of Expectation Management in Value Creation: A Case Study on Municipal Managers’ Experiences with Offering Supported Housing," Administrative Sciences, MDPI, vol. 14(5), pages 1-21, May.
    • Handle: RePEc:gam:jadmsc:v:14:y:2024:i:5:p:95-:d:1389144
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2076-3387/14/5/95/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2076-3387/14/5/95/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Wendy Hardyman & Martin Kitchener & Kate L. Daunt, 2019. "What matters to me! User conceptions of value in specialist cancer care," Public Management Review, Taylor & Francis Journals, vol. 21(11), pages 1687-1706, November.
    2. Wendy Hardyman & Kate L. Daunt & Martin Kitchener, 2015. "Value Co-Creation through Patient Engagement in Health Care: A micro-level approach and research agenda," Public Management Review, Taylor & Francis Journals, vol. 17(1), pages 90-107, January.
    3. Stephen P. Osborne, 2018. "From public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation?," Public Management Review, Taylor & Francis Journals, vol. 20(2), pages 225-231, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jim Broch Skarli, 2021. "Creating or Destructing Value in Use? Handling Cognitive Impairments in Co-Creation with Serious and Chronically Ill Users," Administrative Sciences, MDPI, vol. 11(1), pages 1-17, February.
    2. Maria Taivalsaari Røhnebæk & Valérie François & Norbert Kiss & Alberto Peralta & Luis Rubalcaba & Kirsty Strokosch & Edwina Yida Zhu, 2024. "Public service logic and the creation of value propositions through framing," Public Management Review, Taylor & Francis Journals, vol. 26(2), pages 399-420, February.
    3. Jonathan Rösler & Tobias Söll & Louise Hancock & Thomas Friedli, 2021. "Value Co-Creation between Public Service Organizations and the Private Sector: An Organizational Capabilities Perspective," Administrative Sciences, MDPI, vol. 11(2), pages 1-20, May.
    4. Benoît Desmarchelier & Faridah Djellal & Faïz Gallouj, 2018. "Public Service Innovation Networks (PSINs): Collaborating for Innovation and Value Creation," Working Papers halshs-01934275, HAL.
    5. Floriana Fusco & Marta Marsilio & Chiara Guglielmetti, 2018. "La co-production in sanit?: un?analisi bibliometrica," MECOSAN, FrancoAngeli Editore, vol. 2018(108), pages 35-54.
    6. Vieira, Alessandro Diogo & Leite, Higor & Volochtchuk, Ana Vitória Lachowski, 2022. "The impact of voice assistant home devices on people with disabilities: A longitudinal study," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
    7. Luis Rubalcaba & Kirsty Strokosch & Anne Vorre Hansen & Maria Røhnebæk & Christine Liefooghe, 2022. "Insights on Value Co-Creation, Living Labs and Innovation in the Public Sector," Administrative Sciences, MDPI, vol. 12(1), pages 1-6, March.
    8. Yuxiang Chris Zhao & Jingwen Lian & Yan Zhang & Shijie Song & Xinlin Yao, 2024. "Value co‐creation in cultural heritage information practices: Literature review and future agenda: An Annual Review of Information Science and Technology (ARIST) paper," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 75(3), pages 298-323, March.
    9. Liu, Huiyuan & Perera, Sandun C. & Wang, Jian-Jun & Leonhardt, James M., 2023. "Physician engagement in online medical teams: A multilevel investigation," Journal of Business Research, Elsevier, vol. 157(C).
    10. Tina Jukić & Sanja Vrbek, 2025. "A Decision Support Model for Assessing Co‐Creation: The Bee Path Project," Urban Planning, Cogitatio Press, vol. 10.
    11. Katarzyna Sienkiewicz-Małyjurek & Maciej Szymczak, 2024. "Understanding public service supply chain management: a systematic literature review," Management Review Quarterly, Springer, vol. 74(3), pages 1879-1943, September.
    12. Siu-yau Lee & Isabella F. S. Ng & Hanyu Xiao, 2024. "A New Survey Instrument for Tracking Public Opinion on Social Inclusion," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 171(2), pages 677-699, January.
    13. Diego Cagigas & Judith Clifton & Daniel Díaz-Fuentes & Marcos Fernández-Gutiérrez & Juan Echevarría-Cuenca & Celia Gilsanz-Gómez, 2022. "Explaining public officials’ opinions on blockchain adoption: a vignette experiment [Robots and jobs: Evidence from US labor markets]," Policy and Society, Darryl S. Jarvis and M. Ramesh, vol. 41(3), pages 343-357.
    14. Thomas Schulz & Markus Böhm & Heiko Gewald & Zehra Celik & Helmut Krcmar, 2020. "The Negative Effects of Institutional Logic Multiplicity on Service Platforms in Intermodal Mobility Ecosystems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(5), pages 417-433, October.
    15. Antonia Sorge & Letizia De Luca & Giancarlo Tamanza & Emanuela Saita, 2021. "Ward Staff as a Tool to Promote Wellbeing among Prison Employees," Sustainability, MDPI, vol. 13(18), pages 1-27, September.
    16. D’Arco, Mario & Lo Presti, Letizia & Marino, Vittoria & Maggiore, Giulio, 2021. "Is sustainable tourism a goal that came true? The Italian experience of the Cilento and Vallo di Diano National Park," Land Use Policy, Elsevier, vol. 101(C).
    17. Giuseppe Russo & Andrea Moretta Tartaglione & Ylenia Cavacece, 2019. "Empowering Patients to Co-Create a Sustainable Healthcare Value," Sustainability, MDPI, vol. 11(5), pages 1-20, March.
    18. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
    19. Florence Jany‐Catrice, 2022. "A political economy of social impact measurement," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 93(2), pages 267-291, June.
    20. Camilla Ihlebæk & Camilla Castellan & Jenny Flobak & Jo Ese, 2021. "The School as an Arena for Co-Creating Participation, Equity, and Well-Being—A Photovoice Study from Norway," IJERPH, MDPI, vol. 18(16), pages 1-15, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jadmsc:v:14:y:2024:i:5:p:95-:d:1389144. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.