Research Output
New development: Value destruction in public service delivery—a process model and its implications
  Public services do not necessarily lead to value creation. Instead, they can destroy value and make service users’ lives worse. In this article, we reflect on the growing discourse on ‘value destruction’ and make two contributions. First, we distinguish three characteristics of value destruction perspective. Second, we offer a parsimonious process model of value destruction. We suggest to policy-makers and public managers that value destruction can occur at any stage of public service design/delivery, damaging individual citizens and/or the whole society. There is no one-size-fits-all countermeasure, but contingency planning and a whole picture, dynamic thinking, are important.

  • Type:

    Article

  • Date:

    27 October 2022

  • Publication Status:

    In Press

  • DOI:

    10.1080/09540962.2022.2126645

  • ISSN:

    0954-0962

  • Funders:

    Edinburgh Napier Funded

Citation

Cui, T., & Osborne, S. P. (in press). New development: Value destruction in public service delivery—a process model and its implications. Public Money and Management, https://doi.org/10.1080/09540962.2022.2126645

Authors

Keywords

Public service delivery; public service value; public value; value creation; value destruction

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