|dc.contributor.author||Escárate Sánchez, Pablo||
|dc.description.abstract||This thesis expands the understanding of the processes underpinning the creation and
destruction of value in public service organisations. It does so by integrating insights from
service management literature and public management literature into the context of art
programmes offered by charitable organisations to people with additional support needs.
The concept of value and the processes underpinning its creation have been recurrently
debated in the public management literature. The understanding of this concept has been
evolving from organisational-centred approaches to user-centred ones. The latter ones,
originally developed within the service management literature, conceive value as a context-dependent construct that emerges when service users interact with service providers
(Brandsen, Steen and Verschuere, 2018). Accordingly, value creation processes have been
conceptualised as co-created and led by service users who are conceived as the key
determinants of the value of a service offering. However, the theoretical development of
these approaches is still on its infancy in the public management literature, and more
empirical research is needed in order to understand how these processes operate in the
context of public service offerings.
This study addresses this research call by examining this phenomenon through the lens of
the Public Service Logic (Osborne, 2018) and the Service Ecosystems perspective (Frow and
Payne, 2019). It does so by adopting a qualitative multiple-case study research design and an
abductive approach to gain a better understanding regarding the stakeholders benefiting
from the value created by public service organisations and their role in the facilitation,
creation and destruction of such value.
This thesis contributes to theory by providing an empirical illustration of the multiple
dimensions, beneficiaries, and levels of value creation within public services. The findings of
this study extend current understandings present in the literature by arguing that public
service organisations should facilitate the creation of value for their end-users while at the
same time enable the emergence of individual and collective benefits for other stakeholders
engaged in the offering. By doing so, this study expands the current understanding of the
roles and activities performed by multiple actors in the facilitation, co-creation and co-destruction of value. Overall, it concludes that a sole focus on dyadic interactions between
service users and providers offers a limited account of the processes and outcomes of value
creation within public services.
Data for this study was gathered through personal interviews, self-completion
questionnaires, and observation of service encounters in four Scottish charitable arts
organisations. The empirical setting of this research also contributes to research and practice.
This is one of the first studies to empirically integrate the Public Service Logic and the Service
Ecosystem lens and is the first to do so in the context of inclusive arts programmes.
Therefore, the study advances the articulation of the principles of the Public Service Logic by
providing a better understanding of value creation processes in settings involving service-users facing barriers to actively engage in value creation and co-creation activities during
|dc.publisher||The University of Edinburgh||en
|dc.relation.hasversion||Escarate, P. and Osborne, S. (2016) “Conceptualizing Value in Public Services Delivery: The Role of the Service Experience.” Paper presented at 2016 Public Management Research Conference, Public Management Research Association, Aarhus University, Aarhus, Denmark. 23-24 June 2016.||en
|dc.relation.hasversion||Escarate P. (2018) “Value for whom? Exploring value co-creation processes in publicly funded inclusive arts programmes.” Paper presented at XXII IRSPM Annual Conference, International Research Society for Public Management, The University of Edinburgh, Edinburgh, Scotland. 11-13 April 2018.||en
|dc.relation.hasversion||Escarate P. and Osborne S. (2018) “Enabling transformative service encounters: Insights from inclusive arts workshops for people living with dementia.” Paper presented at 10th SERVSIG Conference, IESEG School of Management, Paris, France. 14-16 June 2018.||en
|dc.relation.hasversion||Escarate P. and Osborne S. (2019) “Exploring value propositions and their role in value creation in public service delivery”. Paper presented at XXIII IRSPM Annual Conference, International Research Society for Public Management, Victoria University of Wellington, Wellington, New Zealand. 16-18 April 2019||en
|dc.subject||public service logic||en
|dc.subject||additional support needs||en
|dc.title||Exploring value creation processes in publicly funded services: lnsights from inclusive arts programmes in Scotland||en
|dc.type||Thesis or Dissertation||en
|dc.type.qualificationname||PhD Doctor of Philosophy||en