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Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/24341
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dc.contributor.authorSimmons, Richarden_UK
dc.contributor.authorBrennan, Carolen_UK
dc.date.accessioned2017-08-08T02:51:34Z-
dc.date.available2017-08-08T02:51:34Z-
dc.date.issued2017en_UK
dc.identifier.urihttp://hdl.handle.net/1893/24341-
dc.description.abstractUser 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.en_UK
dc.language.isoenen_UK
dc.publisherTaylor and Francisen_UK
dc.relationSimmons 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/10.1080/14719037.2016.1257061en_UK
dc.rightsThis 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.en_UK
dc.titleUser Voice and Complaints as Drivers of Innovation in Public Servicesen_UK
dc.typeJournal Articleen_UK
dc.rights.embargodate2018-05-22en_UK
dc.rights.embargoreason[2016 PMR User Voice and Innovation Final Second Revision with figures.pdf] Publisher requires embargo of 18 months after formal publication.en_UK
dc.identifier.doi10.1080/14719037.2016.1257061en_UK
dc.citation.jtitlePublic Management Reviewen_UK
dc.citation.issn1471-9045en_UK
dc.citation.issn1471-9037en_UK
dc.citation.volume19en_UK
dc.citation.issue8en_UK
dc.citation.spage1085en_UK
dc.citation.epage1104en_UK
dc.citation.publicationstatusPublisheden_UK
dc.citation.peerreviewedRefereeden_UK
dc.type.statusAM - Accepted Manuscripten_UK
dc.author.emailr.a.simmons@stir.ac.uken_UK
dc.citation.date21/11/2016en_UK
dc.contributor.affiliationSociology, Social Policy & Criminologyen_UK
dc.contributor.affiliationQueen Margaret Universityen_UK
dc.identifier.isiWOS:000404786000003en_UK
dc.identifier.scopusid2-s2.0-84996602525en_UK
dc.identifier.wtid548981en_UK
dc.contributor.orcid0000-0002-3843-6542en_UK
dc.date.accepted2016-08-17en_UK
dcterms.dateAccepted2016-08-17en_UK
dc.date.filedepositdate2016-10-03en_UK
rioxxterms.apcnot requireden_UK
rioxxterms.typeJournal Article/Reviewen_UK
rioxxterms.versionAMen_UK
local.rioxx.authorSimmons, Richard|0000-0002-3843-6542en_UK
local.rioxx.authorBrennan, Carol|en_UK
local.rioxx.projectInternal Project|University of Stirling|https://isni.org/isni/0000000122484331en_UK
local.rioxx.freetoreaddate2018-05-22en_UK
local.rioxx.licencehttp://www.rioxx.net/licenses/under-embargo-all-rights-reserved||2018-05-21en_UK
local.rioxx.licencehttp://www.rioxx.net/licenses/all-rights-reserved|2018-05-22|en_UK
local.rioxx.filename2016 PMR User Voice and Innovation Final Second Revision with figures.pdfen_UK
local.rioxx.filecount1en_UK
local.rioxx.source1471-9037en_UK
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