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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
Author(s): Simmons, Richard
Brennan, Carol
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Issue Date: 2017
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.
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