|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|
|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.|
|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.|
|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.|
|2016 PMR User Voice and Innovation Final Second Revision with figures.pdf||529.95 kB||Adobe PDF||View/Open|
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