Article

User Voice and Complaints as Drivers of Innovation in Public Services

Details

Citation

Simmons R & Brennan C (2017) User Voice and Complaints as Drivers of Innovation in Public Services. Public Management Review, 19 (8), pp. 1085-1104. https://doi.org/10.1080/14719037.2016.1257061

Abstract
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.

Journal
Public Management Review: Volume 19, Issue 8

StatusPublished
Publication date31/12/2017
Publication date online21/11/2016
Date accepted by journal17/08/2016
URLhttp://hdl.handle.net/1893/24341
PublisherTaylor and Francis
ISSN1471-9037

People (1)

People

Professor Richard Simmons
Professor Richard Simmons

Professor, Sociology, Social Policy & Criminology