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dc.contributor.authorSimmons, Richard
dc.contributor.authorBrennan, Carol
dc.date.accessioned2018-06-29T20:19:43Z
dc.date.available2018-06-29T20:19:43Z
dc.date.issued2016-12-02
dc.identifierER4620
dc.identifier.citationSimmons, R. & Brennan, C. (2016) User voice and complaints as drivers of innovation in public services, Public Management Review. 19 (8), pp. 1085-1104.
dc.identifier.issn1471-9037
dc.identifier.urihttp://doi.org/10.1080/14719037.2016.1257061
dc.identifier.urihttps://eresearch.qmu.ac.uk/handle/20.500.12289/4620
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.
dc.format.extent1085-1104
dc.publisherTaylor & Francis
dc.relation.ispartofPublic Management Review
dc.titleUser voice and complaints as drivers of innovation in public services
dc.typearticle
dcterms.accessRightsrestricted
dc.description.facultydiv_BaM
dc.description.volume19
dc.identifier.doihttp://doi:10.1080/14719037.2016.1257061
dc.description.ispublishedpub
dc.description.eprintid4620
rioxxterms.typearticle
refterms.dateAccepted2016-11-21
qmu.authorBrennan, Carol
qmu.centreCentre for Applied Social Sciences
dc.description.statuspub
dc.description.number8


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