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A Service Profit Chain for Public Services: An Investigation in an Irish Local Authority Context

Ryan, David A. (2017) A Service Profit Chain for Public Services: An Investigation in an Irish Local Authority Context. Masters thesis, Dublin, National College of Ireland.

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Services continue to occupy an ever-increasing proportion of the national and international economy. This has changed how many businesses operate and design their service. Public services have responded to this changing dynamic also, with the Irish public service implementing several programmes aimed at continual improvement. The Department of Public Expenditure and Reform Plan 2014-2016 targets improved service delivery though an increase in efficiency, a focus on service users and the integration of appropriate private sector models.

The purpose of this paper is to contribute to this aim by investigating the Service Profit Chain model, and its viability towards public service. The Service Profit Chain is a well-regarded form of service design, which establishes links between employee satisfaction, productivity and business outcomes. An adapted version of the model is produced reflecting the differences of public service, entitled “The Public Service Chain”. The objective of the research is to test this model and assess its feasibility.

A case study via semi-structured interviews of ten staff at an Irish local authority was undertaken. This allowed for a limited test of the model’s viability based on the perspective of employees. An employee focus was necessary as it was not possible within the scope of the paper to examine all elements of the chain. The approach is relevant as employees in the model are the key determinate to service delivery.

The findings reveal support for the implementation of the model, and the belief that if applied organisational outcomes would improve. Therefore, the research supports the model’s viability. The implication of this is that it may assist public service management in the attainment of improved public service delivery. Accordingly, the research and model contribute to the overall advancement of theory and body of knowledge. However, the research is limited and further study is recommended.

Item Type: Thesis (Masters)
Subjects: J Political Science > JS Local government Municipal government
H Social Sciences > HF Commerce > Customer Service
J Political Science > JS Local government Municipal government > Public Sector
H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Quality of Work Life / Job Satisfaction
Divisions: School of Business > Master of Business Administration
Depositing User: Caoimhe Ni Mhaicin
Date Deposited: 21 Nov 2017 11:03
Last Modified: 21 Nov 2017 11:03

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