Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/24341
Appears in Collections:Faculty of Social Sciences Journal Articles
Peer Review Status: Refereed
Title: User Voice and Complaints as Drivers of Innovation in Public Services (Forthcoming)
Authors: Simmons, Richard
Brennan, Carol
Contact Email: r.a.simmons@stir.ac.uk
Issue Date: 2016
Publisher: Taylor and Francis
Citation: Simmons R & Brennan C User Voice and Complaints as Drivers of Innovation in Public Services (Forthcoming), Public Management Review.
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.
Type: Journal Article
URI: http://hdl.handle.net/1893/24341
Rights: This item has been embargoed for a period. During the embargo please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: Sociology/Social Pol&Criminology
Queen Margaret University

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