Abstract:

Public service failure refers to a failure or perceived failure by public organizations to deliver services to the customer against established norms. Starting from the transformation of service management logic, this study analyzes public service failure from the perspective of value co-creation and value co-destruction. The public service process is divided into three stages: provider area, interaction area and user area. Public service failure occurs when the actors misuses resources, therefore its factors are analyzed from five dimensions as resources integration, information sharing, relationship forming, technology application and value coordination. The case of garbage classification in Shanghai is used to explain this framework. The government should improve public service management from the following five aspects: co-production, organization renewal, relationship marketing, crowdsourcing mechanism and value conflict management. Finally, this paper sets the research agenda of public service failure.

Key words: service management logic, public service failure, value co-creation, value co-destruction