Research output

Article in Journal ()

User Voice and Complaints as Drivers of Innovation in Public Services

Simmons R & Brennan C (2017) User Voice and Complaints as Drivers of Innovation in Public Services, Public Management Review, 19 (8), pp. 1085-1104.

User voice and complaints can serve as important inputs to innovation in public services. User knowledge can be harnessed to provide insights and ideas that prompt more effective service responses and add value to service delivery. However, the mechanisms for harnessing user voice and complaints are often not fully understood, and their potential is often underdeveloped. This paper elaborates a conceptual framework which maps the processes by which user voice and complaints might prompt effective public service innovation. Six practical real-world examples are then presented and analysed to illuminate discussion of some critical success factors for consumer-knowledge-enabled innovation.

AuthorsSimmons Richard, Brennan Carol
Publication date2017
Publication date online21/11/2016
Date accepted by journal17/08/2016
PublisherTaylor and Francis
ISSN 1471-9037

Public Management Review: Volume 19, Issue 8

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