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Relevant and Preferred Public Service: A study of user experiences and value creation in public transit

Author

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  • Claes Högström
  • Sara Davoudi
  • Martin Löfgren
  • Mikael Johnson

Abstract

When public service success is dependent upon creating value that attracts users, public managers can benefit from adopting private sector principles. This article draws on the theory of attractive quality and strategic management research to focus on the theoretical and managerial implications of how organizations' resource allocations affect user experiences. The present study shows how public transit organizations' achievement of twenty-five different service requirements affected their offerings' relevance and preference among 930 users. This article increases the understanding of how strategic choices and prioritization between various service requirements affect both the effectiveness and efficiency of (public) service offerings.

Suggested Citation

  • Claes Högström & Sara Davoudi & Martin Löfgren & Mikael Johnson, 2016. "Relevant and Preferred Public Service: A study of user experiences and value creation in public transit," Public Management Review, Taylor & Francis Journals, vol. 18(1), pages 65-90, January.
    • Handle: RePEc:taf:pubmgr:v:18:y:2016:i:1:p:65-90
    DOI: 10.1080/14719037.2014.957343
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    Cited by:

    1. Merkert, Rico & Bushell, James & Beck, Matthew J., 2020. "Collaboration as a service (CaaS) to fully integrate public transportation – Lessons from long distance travel to reimagine mobility as a service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 131(C), pages 267-282.
    2. Bourke, Jane & Roper, Stephen & Love, James H., 2020. "Innovation in legal services: The practices that influence ideation and codification activities," Journal of Business Research, Elsevier, vol. 109(C), pages 132-147.
    3. Elina Dace & Agnis Stibe & Lelde Timma, 2020. "A holistic approach to manage environmental quality by using the Kano model and social cognitive theory," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 430-443, March.

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